Sales - Digital CX & Program Lead for ANZ
The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionised 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 Sales organisation generates the revenue needed to fuel our ongoing development of products and services. This in turn, enriches the lives of hundreds of millions of people around the world. Our sales team, is in many ways, the face of Apple to our largest customers.
As the Digital CX & Program lead, you will be responsible for driving digital customer experience (CX) and sales for the region. You will create and scale digital experiences and programs that anticipates and exceeds customer needs, driving profitability growth for Apple and Partners.
By developing and scaling online sales growth programs with partners, you ensure best in class Apple Digital CX execution across the programs whilst continuing to drive high performance. You build relationships, develop partner capabilities by identifying online opportunities. You collaborate closely with WW Digital channel team, Marcom, Finance and external partners to maximise and grow Apple’s digital business in Australia and New Zealand.
Have a deep understanding of the ANZ retail and carrier channel, eCommerce landscape, partners and the needs of our end customers.
Develop and deploy online quality rebate (OQR) and other digital programs to develop partner digital CX capabilities at all levels from tactical and strategic that improves conversion.
Collaborating with Business Development and RTM teams, focus on developing new digital capabilities, capturing growth opportunities through the development and optimisation of our partners’ digital channels.
Leveraging digital analytics to identify scalable opportunities, create solutions and implement approaches to drive the business across each element of the sales funnel.
Understand the digital capabilities of partners to identify areas for improvement, ensuring close collaboration with Account Managers and Marketing. Maintain repository of partner capability scorecards and update as needed.
Build relationships, develop partner capabilities, and ensure flawless execution across the programs.
Participate in cross functional workshops to identify opportunities to improve digital customer experience capabilities with partners.
Work closely with WW Digital Channel team and other cross-functional teams (Operations, Marketing, Finance) to execute digital playbooks for the region.
- BA/BS preferred.
- Driven individual with min of 10 years of relevant working experience with proven results.
- Demonstrable experience in digital commerce, online trading and digital CX or a similar role, preferably in an eCommerce or technology-focused environment.
- High attention to detail and obsesses over customer experience.
- Ability to collaborate cross-functionally and globally to use knowledge to gain competitive advantage.
- Demonstrated ability to positively influence people across all functional areas of an organisation.
- Demonstrated ability to achieve strategic goals in an innovative and fast-paced environment.
- Outstanding ability to problem solve, develop creative solutions, and demonstrate resourcefulness, while maintaining extreme attention to detail.
- Extremely comfortable dealing with ambiguity, with a constant drive to focus and simplify in all facets of training initiatives.
- Outstanding presentation skills, written and verbal communication, engagement and interpersonal skills
- You understand there are many moving parts in an organisation. Navigating the interdependencies within Apple is needed for success. Understanding how business financials work, and strategies for sustaining profitable growth, are key to staying ahead of the competition. You analyse the market and think beyond the short-term.
- Apple and third party solutions solve complex business problems in simple and innovative ways. You create competitive and breakthrough strategies that truly shape the future. You do this by asking why and why not, both stripping out what is not essential and identifying what is. By doing so, you are able to see what’s ahead and identify trends that will be critical for growth.
- You see the world through the eyes of the customer by deeply understanding their needs, challenges, and concerns. At Apple, we obsess over how people experience our products and services. You not only meet our customers’ expectations, but you exceed them.
- Customer and partner needs can often be unique — but, you’re quick on your feet and connect and influence the right people both inside and outside of Apple. As a go to person with leadership, you are trusted and comfortable in tough situations. You can settle disputes, negotiations and own the hard calls with minimal noise. You step up to conflicts and see them as opportunities to shine.
- You adapt to change and find the right path without necessarily having all of the pieces to the puzzle. At Apple, things aren’t always clear but you shift gears and thrive when asked to explore new ground, rather than waiting on others.
- You are only as strong as the people around you, so you know how to contribute to your team. You enjoy a collaborative environment with open dialogue and debate. You empower your teammates to do their life’s best work. When projects require extra support, you are eager to step up to the plate and bring your knowledge to the table.
- You believe that communication is key to Apple’s success. You’re a dreamer and someone who actively talks and listens through endless possibilities — with customers and teammates alike. To ensure the most innovative ideas become a reality, you recognise perspectives, patiently listen to every detail and commit to what is right, in order to move us forward.
- You know yourself—you have strengths, weaknesses and opportunities—but you also know the people around you and are open to their feedback. You relate well to all kinds of people—up, down, and sideways, inside and outside the organisation. When faced with a challenging opportunity, you know who to connect with and when. People know you as a true collaborator who knows what it takes to win.