Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have envisioned -
and now can’t imagine living without. If you’re excited by the idea of making a real impact, and joining a team where we pride ourselves in being one of the most diverse and expansive companies in the world a career with Apple might be your dream job Just be prepared to dream big.
The role of the Service Channel Manager is to run and develop a network of Service Accounts. The region of remit is for Czech Republic and Slovakia.
The role is responsible for ensuring Customer after-sales experience is consistent with Apple's brand and our operational goals.
That will involve a continuous process of reviewing the channel as Apple's goals evolve, our product line changes and as performance varies across accounts.
Build and develop service (i.e. repair) channel on customer proximity, consumer visibility, Look&Feel towards best in class standards-
Contribute to grow Apple's business in the Czech Republic and Slovakia markets by developing and implementing service solutions-
Team up with market stakeholders in new ways of co-operations- Identify trends in Apple’s Sales markets, Service channels, Legislation and adapt adequate service strategies-
Work with cross-national teams, offices, back offices to change, build, adapt business processes, ensure process consistency, performance and prevent fraud-
Implement global strategies and processes- Performance manage the channel to deliver against Apple’sCustomer experience KPIs, e.
g. Satisfaction, Repair Time, Quality of repair, Brand experience- Closely manage capacity of the channel and ability to adapt to future changes in our models and product line-
ups to enhance our Customer's experience- Ensure service accounts meet contractual obligations and maintain a strict regime of continual assessment of the accounts-
Participate in the development and implementation of processes, systems and procedures in partnership with Channel Service Programs-
Provide input and influence to the central and global teams to ensure Apple meets the regions needs for sustaining and development of the channel-
Closely align with your peers in neighbouring countries / geos and support channel management also in other markets- The role requires adequate level of traveling within EMEIA region and globally from time to time
Education & Experience
5+ years experience managing complex / matrix organisation- 5+ years experience leading Service role in the Information & Consumer consumer industry-
Highly self-motivated and experienced in managing remotely- Large Enterprise or Multinational / Multicultural experience is preferable-
Experience in managing people (line management or project management) is desirable- Proven ability to manage basic legal and financial aspects of After Sales service -
Extensive experience in Vendor Management