eCommerce CX Manager
The people here at Apple don’t just create products—they create the kind of wonder that’s revolutionized 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.
The WW Digital Channel Team drives the development of digital strategies across Apple channels. It is creating a consistent brand experience in the digital world, whether it is on a partner’s website or on global eCommerce or on social commerce. The WW Digital Channel Team serves as the center of expertise on eCommerce and will be instrumental in unlocking Apple’s potential in maximizing customer experience, brand presence and sales growth across digital channels.
We are seeking a motivated and entrepreneurial eCommerce CX Manager to join our growing business. You will be responsible for driving the performance of Apple products across eCommerce. The successful candidate must be high-energy, proactive, passionate about eCommerce and able to thrive in a fast-moving, complex environment. You will lead the execution of Apple’s customer experience on eCommerce including, but not limited to, campaigns, search, content optimization and catalog set up and management. You will partner with local sales teams and global digital channel team to align on the best Customer Experience strategy to maximize Apple’s opportunities on the platform. You will draw insights from web analytics and combine with previous eCommerce expertise to drive business decisions that will grow the share on the platform.
Key Qualifications
- Deep expertise in digital commerce/ eCommerce and digital merchandising/marketing
- 7+ years in eCommerce, preferably with P&L or category management responsibility
- Demonstrated understanding of and experience with eCommerce funnel, SEO, SEM
- Deep prior experience on content optimization via UI/UX and digital merchandising to achieve more sales
- Strong problem solving skills to identify critical issues and opportunities, evaluate options and provide clear recommendations for eCommerce growth
- Experience delivering successful end-to-end digital programs or campaigns through cross functional internal and external teams— from concept to execution to reporting and optimization
- Stellar analytical ability with capability to transform online critical metric CX data into insights and execute upon them ; demonstrated experience using critical metrics/web analytics to impact digital business
- Strong attention to detail and organization; tenacity to execute flawlessly
- Prior experience using a Content Management System and working with eCommerce platforms; strong Excel skills
- Ability and experience communicating to a wide range of constituents across functions, organizational levels and cultures; proven experience leading through influence in a matrix organization - working with both global and local organizations
- Excellent verbal and written communication skills
- Previous experience with eCommerce or similar online preferred
- Fluent French and English
Description
Drive the CX (customer experience) and overall business roadmap for Apple’s eCommerce business focused on growing sales while managing the optimal Apple CX.
Work closely with sales lead to develop innovative digital merchandising strategies, calendars and plans that support and promote sales for Apple products sold on eCommerce.
Closely manage the Search CX and Product Detail Page CX of the country - making constant improvements to achieve business goals, add unique capabilities and achieve and exceed sales growth.
Drive localized execution of global programs.
Utilize online metrics, web analytics, and performance metrics to analyze, develop and execute on growth programs, insights and opportunities - weekly, monthly and quarterly.
Together with sales AE, lead weekly and monthly business reviews with cross-functional Apple teams and Retail partner, as well as global teams.
Partner closely with sales, finance and operations to ensure that the customer experience and merchandising plans support forecasts.
Education & Experience
Bachelors or equivalent experience