Retail Executive Relations Team Manager - Emeia

The Retail Executive Escalations Manager acts as the customer’s advocate, leading a team to resolve executive-level concerns with urgency and empathy. They focus on developing team members through coaching and performance management, promoting a customer-first culture. Managers use consultative leadership to influence stakeholders and drive the resolution of complex issues, coordinating cross-functional efforts to identify root causes and implement sustainable solutions. They present findings and recommendations to leadership, translating customer feedback into actionable insights for operational improvements and policy changes.

Description
The Retail Executive Escalations Manager manages executive customer concerns and employees, assigning tasks and monitoring work progress. They advise and actively participate in resolving escalations promptly. Managers develop their team by setting and reviewing goals and expectations, managing a closed-loop process for efficiency improvements. They handle issues of varying scope, demonstrating excellent judgment and discretion. Collaboration with various teams, including operational and strategic optimization, is essential to address customer issues. Managers track collaborative efforts, summarize steps taken, and report back on resolutions. They work with RCC Vendor Management and other teams to drive closed-loop measures, improve customer satisfaction, and manage workflow and backlog.
","responsibilities":"Directly manage executive customer concerns.
Manage and develop team members through goal setting and performance reviews.
Assign tasks and monitor work progress.
Advise and participate in resolving escalations.
Manage a closed-loop process for efficiency improvements.
Evaluate diverse issues and determine appropriate actions.
Collaborate cross-functionally to address customer issues.
Track and report on collaborative efforts and resolutions.
Work with RCC Vendor Management and other teams for closed-loop measures.
Drive operational improvements and customer satisfaction.
Manage workflow and backlog, developing schedule and performance targets.

Additional Requirements:

• Flexibility to work non-standard business hours, including evenings and weekends.

Preferred Qualifications
Proven track record managing cross-functional initiatives.
Ability to evaluate complex issues and propose solutions.
Ability to translate customer feedback into business insights.
Ability to influence worldwide teams for regional representation in operations.

Minimum Qualifications
Bachelor’s Degree or equivalent experience.
3+ years of supervisory experience leading teams at Apple.
Proven experience in a customer service/support environment.
Strong communication skills at all levels and across teams.
Ability to manage diverse groups and responsibilities.
Experience advocating for customer needs to drive policy changes.
Ability to make decisions based on analysis and judgment.
Proactive team player with ownership and accountability.
Outstanding presentation skills.","internalDetails":null,"eeoContent":null