WW Pure Player CX Manager

Imagine what you could do here. The people here at Apple don't just create products — they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it. Apple's WW Channel Strategy & Operations (CSO) organization focuses on developing and deploying worldwide sales programs and best practices to deliver an extraordinary customer experience in the channel and drive Apple Channel sales. With deep functional expertise in digital, physical, and people enablement spaces, our WW CSO team closely collaborates with many cross-functional groups at worldwide and regional levels.

Description

The WW Marketplace CX Manager drives sales growth by partnering closely with local Account teams and Ecommerce Marketplace expertise based on their needs. They should also play an orchestration role, determining areas of exportable expertise, supporting codification and owning scaling via problem-focused workshops & community calls.

Key Responsibilities

1. Prioritise highest impact Marketplace programs – Drive the WW marketplace CX roadmap, consolidating local roadmaps, pushing best practice sharing. Proactively consolidate executive updates and roadmaps monthly, quarterly or as needed.
2. Scale best practices to accelerate performance via engaged communities – develop, maintain & scale a fluid set of CX best practice. Lead problem-focused internal workshops. Orchestrate Marketplace community sharing best practices quarterly post QBR.
3. Unlock WW enablers for Marketplace acceleration – consolidate enablers and develop business cases to drive change with respective WW functions.
4. Instil systematic testing method.

Minimum Qualifications

• Extensive experience in digital commerce, CX, retail media, advertising or Ecommerce / Marketplace sales.
• Hands on experience with Marketplaces (Amazon, JD.com, Alibaba, Flipkart etc).
• Proven ability to take initiative, foster trust and build strong, productive relationships, with cross-functional teams and partners in global organizations.
• Ability to understand and articulate the big picture to executive teams, while maintaining exceptional attention to execution details.
• Strong commercial acumen to identify, prioritise and focus on top growth drivers. Strong Analytical capability to transform KPIs into prioritised actionable insights.
• Excellent skills at the presentation of business status in both the content and the visual, with an acute attention to detail.
• Exceptional handling confidentiality on all business matters, while remaining calm and confident under pressure.

Preferred Qualifications

• Previous experience in setting sales or marketing strategy.
• Ability to stay on top of details while maintaining a big picture view, have sense of urgency, and follow-through.
• Excellent written, verbal, and interpersonal communication skills.
• Proficient in Excel and Keynote.
• Excellent collaboration and relationship building skills.
• Master's degree or MBA in a business field preferred.