Channel Manager - Czech Republic and Slovakia

Prague, Bohemia, Czechia
Operations and Supply Chain


Posted: 30 Aug 2018
Weekly Hours: 36
Role Number: 113945920
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.

Key Qualifications

  • You have an established track record in delivering excellence within the after-sales arena
  • You have the proven ability to work in a matrix environment and to manage through influence and results
  • You must have strong communication and presentation skills and be comfortable in delivering messages throughout all levels of Apple’s organisation
  • You should have an ability to demonstrate a very good understanding of the market’s key stakeholders, i.e. consumer and enterprise customers, retailers service providers and Telcos
  • Ideally, you should have experience working with Service providers and Resellers in the Information & Communication or other technical consumer product market
  • Outstanding attention to detail is important for this role
  • Planning and organisational skills are also key


- Build and maintain and service network that delivers world-class customer experience - Design and implement a service channel structure that sets Apple up for success in partnership with Sales colleagues - 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

- Fluent in Czech, Slovak & English language in verbal and written commutation - Degree (Engineering, Finance, Commercial) preferred - 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

Additional Requirements