Summary Posted: Jun 10, 2024
Weekly Hours:
38.5 Role Number:
200524351 Do you have a passion for delivering excellent customer experience? At Apple we believe that hard work, a lively environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and encourage - and that by focusing on even the smallest of details, we can make significant impact on our customer’s experience. As Service Channel and Account Manager you will be in charge of leading our After Sales Service Channels (Repair), and handle a network of Service Accounts across Switzerland and Liechtenstein. You will make sure that we have a consistent Channel approach and align with other areas of Apple to build a customer experience of the highest quality adapting it as our goals evolve or our products line changes. In close collaboration with other Apple teams you will work with Apple Authorised Service Providers (AASPs), key resellers and other business partners, nurturing and developing the relationship with these, driving service excellence, introducing new programs and targets, ensuring compliance and processes adherence across your channel. This position is based in our Munich office
Description CHANNEL WORK: - Work cross functionally in AppleCare to improve customer satisfaction, operational service performance, processes and compliance in your channel. - Design, implement and lead the channel in partnership with our Sales colleagues towards best-in-class standards and suited to help turning service into business - Rationalise and develop the service network, cultivate relationships with key partners in the sub-region - Closely manage capacity and lineup of the channel and ability to adapt to future. ACCOUNT MANAGEMENT: - Assessing and meeting the accounts onsite requires an adequate level of traveling - Performance-manage accounts re/ contractual obligations, customer experience targets, KPIs - Complete and implement new programs and service solutions, global strategies and processes - Find opportunities, set and agree ambitious targets with accounts, especially key accounts - Develop and roll out adequate change programs in collaboration with business partners COLLABORATION & TEAMWORK: - Connect with people! Be the Go-to person on questions around your region - Based at our Munich office you’ll collaborate and team up with stakeholders and other Apple offices in the sub-region - Work with cross-national teams in Europe and worldwide to change, build, adapt business processes, ensure process consistency, performance and prevent fraud - Participate in the cross-functional development and implementation of processes and systems - Closely cooperate with peers in neighbouring countries/geos and support channel management
- Exposure to managing a channel of vendors, customers, resellers, providers or accounts in a consumer market.
- Excellent qualitative and quantitative analytical skills, ability to use data to solve business issues and as well as identify new opportunities.
- Full fluency in English and German.
Flexibility to travel.
Preferred Qualifications - Experience partnering with multiple 3rd party business partners including their senior managers.
- Established track record in delivering excellence within the after-sales arena.
- Demonstrate a very good understanding of the market’s key players, i.e. consumer and enterprise customers, retailers and Telcos.
- Exposure working with Service providers and Resellers in the Information & Communication or other technical consumer product market.
- Ability to maintain a positive attitude in a dynamic and fast-paced work environment, providing attention to detail, critical thinking & analysis, curiosity & forward thinking.
- Define and implement standards driving a great customer experience and performance.
- Strong interpersonal and problem solving skills, able to work with management and cross-functional teams, resolve complex situations with structured approach.
- Excellent presentation and communications skills comfortable presenting across all levels of an organisation including Senior Management.
- Experience in managing basic legal and financial aspects of After Sales or Service environment.
- Ability to work autonomously and experience in remote account/vendor management.
- Full fluency in French is desirable.
- Degree (Engineering, Finance, Commercial) preferred or previous related experience