RPAC Lead - Retail Customer Care

Retail Customer Care Centre, operationally supporting Apple Store Online (ASO) and Apple Retail Stores (ARS). RPAC Retail Customer Care Centre is a direct channel for Apple focused on driving pre and post sales customer interactions and managing order support related activities across RPAC. The successful candidate is passionately focused on the customer and gets results by creating a learning environment that delivers best-in-class customer experience, drives sales and service excellence and develops programmatic strategies for the ongoing development of the team. You are responsible for owning the daily operations of a large internal contact centre, and leading a team of supporting Managers, and a network of outsourced partners to support business needs throughout the year. The position requires strategic leadership, people development, tactical execution of new and existing programs, and cross organisation partnership (both regionally and globally). Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.