Sales Team Manager, Retail Customer Care
Core
Lead a team of specialists providing pre-sales support and post-sales order management via chat and phone for Apple's global online store, ensuring a personalized digital shopping experience.
Role type
Senior IC Sales Team Manager (Customer Care)
Builds
Apple Store Online digital experience for Consumer, Education, and Business customers
Domain
Consumer Electronics / E-commerce / Customer Support
Required skills
People leadership, operational strategy execution, team recruitment and retention, performance coaching, conflict resolution, multi-lingual communication, inclusive leadership
Preferred skills
5+ years in Sales/Retail/Customer Care, 2+ years managing 15+ direct reports, experience in multi-lingual/cultural environments, knowledge of WeChat/Douyin/Taobao/Xiaohongshu
Technologies
WeChat, Douyin, Taobao, Xiaohongshu
Responsibilities
Lead and develop team members to achieve performance goals, drive operational strategies to meet store performance targets, capture customer insights to improve specialist performance, assist with recruiting and training, address escalations, monitor and coach on customer interactions
Seniority
Senior, hands-on IC