WW CSO eCommerce CX Lead

Summary Posted: Dec 19, 2023 Weekly Hours: 40 Role Number: 200530194 Imagine what you could do here. 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. Apple's WW Channel Strategy & Operations (CSO) organization focuses on developing and deploying worldwide sales programs and best practices to deliver an extraordinary customer experience in the channel and drive Apple Channel sales. With deep functional expertise in digital, physical, and people enablement spaces, our WW CSO team closely collaborates with many cross-functional groups at world-wide and regional levels. We are seeking an experienced eCommerce CX Lead to drive Apple’s customer experience in the United States on a global marketplace retailer worldwide. In this role, you will leverage your deep expertise with eCommerce and digital merchandising to optimize the CX journey and lead all aspects of execution through campaigns, search, content optimization, and catalog set up and management. You will partner cross-functionally and multi-directionally with a variety of stakeholders to align on the best customer experience strategy to enhance Apple’s opportunities on the platform. As you draw insights from web analytics and make business decisions, your expertise and influence will revolutionize how our channel teams grow share and create an amazing experience for customers. Key Qualifications Key Qualifications 10+ years in eCommerce and digital merchandising/marketing, preferably with P&L or category management responsibility 2+ years executing Amazon search and PDP customer experience management. Hands on expertise in Amazon Vendor Central and Amazon Ads platform (AMS) with proven success in building Amazon 1P businesses Demonstrated understanding of and experience with eCommerce funnel, SEO, SEM Deep prior experience on content optimization via UI/UX and digital merchandising to achieve sales goals 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 KPI CX data into actionable insights and execute upon them; demonstrated experience using KPIs/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 an online, vendor driven marketplace preferred Description Description In this role, you will: - Drive the CX (customer experience) for Apple’s Amazon business focused on growing sales while managing the optimal Apple CX thought Vendor Central and AMS - Work closely with sales leads to develop innovative digital merchandising strategies, calendars and plans that support and promote sales growth for Apple products sold on Amazon - 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 KPIs, 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 Education & Experience - Bachelor’s degree or equivalent experience Additional Requirements Additional Requirements