Sales Team Manager, Retail Customer Care
Sales Team Manager, Retail Customer Care
Posted on :
24-08-2025
Employer Active
1 Vacancy
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Job Description
This role requires a leader who feel passionate about people leadership and will advocate for customer specialist and business needs to drive operational and continuous improvements. The candidate will actively reinforce and foster a culture of inclusion diversity support debate wellness and candidate will be responsible for the day-to-day management of RCC specialists as well as collaborating closely with various departments across Apple to deliver the best possible Apple experience to our customers. The successful candidate will achieve results by fostering an environment that delivers outstanding customer experiences and enhancing the efficiency and effectiveness of the frontline specialist :- Lead a team developing and empowering each team member to learn grow and achieve performance and developmental goals- Drive business priorities and achieve store performance goals by planning and executing operational strategies within assigned functional areas- Capture the Voice of the Customer to contribute to the customer insights and to improve the specialists ability to deliver excellence customer experience- Assist with recruiting training developing and retaining a diverse high-performing team- Address customer and team member concerns and escalations and partner with leadership and key business or People partners when appropriate- Monitor post and real time customer interactions of Specialists through call/chat review and engage in appropriate follow up such as providing coaching and ensuring the quality of the customer interactions- Contribute to an inclusive environment by respecting each others differences and having the curiosity to learn- Demonstrate Apples values of inclusion and diversity in daily activities- Be a role model for inclusive leadership behaviors and build develop and retain diverse teams- Take action to create a safe respectful and inclusive environment for all team members.- Be available to work a schedule based on business needs that may include nights weekends and public holidays and reliably attend work as scheduled in line with local laws and subject to any approved accommodations.
- Experience working with human resources in areas pertinent to employee management such as performance welfare and development
- Instill trust within the team and operate with a high level of integrity
- Communicate with excellence and tailor your communication style to different audiences
- Develop others through mentorship coaching and effective feedback
- Exceed goals successfully and persist in accomplishing objectives despite obstacles and setbacks
- Fluent in both English and Mandarin (speaking reading writing)
- 5 years experience in Sales Retail or Customer Care Center landscapes
- 2 years of management experience leading a team of 15 direct reports
- Knowledge for WeChat Douyin Taobao Xiaohongshu and other local e-commerce platforms.
- Experience leading in a multi-lingual/cultural environment
- Instill trust within the team and operate with a high level of integrity
- Follow through on commitments and establish mechanisms to encourage others to do the same
- Make timely and sound decisions by asking questions and using analytics experience and judgment
- Provide support and guide others through challenges while remaining calm in a fast-paced and constantly changing environment
- Resolve conflict and settle differences in productive ways
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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