Retail SMB Sales Manager - Outbound Retention & Acquisition

Apple•Apply•Published 28 days ago•First seen 27 days ago

Summary

The people here at Apple don't just create products — they build 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Apple Retail leads the way in introducing customers to how Apple can help them start, grow and evolve their businesses. Our dedicated Business teams develop important relationships with both new and existing customers. We ensure all customers that come to us with business needs have a personalized experience that matches where they are in the journey of growing their business with hardware, software and services that can take them further.

In Apple’s Contact Center for Small and Medium‑Sized Businesses (SMB), we proactively connect with our customers to help them start, grow, and transform their companies with Apple hardware, software, and services. We’re seeking a dynamic sales leader who can inspire an outbound team to deepen loyalty with existing SMB customers while winning new ones. We’d love to meet you if you have a record of beating ambitious targets and growing talent in fast‑paced, dynamic environments.

Description

You will lead a high energy inside‑sales organization passionate about two goals: retaining and growing Apple’s footprint within our current SMB customer base, and acquiring new SMB customers through outbound calling, digital outreach, and account‑based engagement.

Your day‑to‑day includes setting strategy, mentoring front‑line sellers, and partnering with cross‑functional peers to deliver outstanding customer experiences—every conversation, every time. You can translate data into action, empower people toward clear objectives, and simultaneously scale repeatable processes that drive growth and customer satisfaction.

Responsibilities

Design and implement outbound retention and acquisition strategies to exceed revenue, unit, and customer lifetime value goals. Provide critical country business insights, forecasts, and data analysis to support strategic decision-making.
Recruit, mentor, and develop a diverse team of Account Managers, fostering a culture of continuous learning, accountability, and celebration. Provide timely, actionable coaching and recognize achievements.
Drive solution-based selling by positioning Apple’s entire ecosystem—devices, services, financing, and support—to effectively solve Small and Medium Business (SMB) challenges. Build top account plans and support teams with pricing, solution, service, and technical roadmap guidance.
Own and act on key performance indicators (KPIs) such as call activity, conversion rate, customer churn, average revenue per account, and NPS, ensuring continuous improvement and goal attainment.
Partner effectively with Marketing, Operations, Finance, Retail, Global Retail Support, Global Business Solutions, Product Marketing, and Retail Customer Care to align campaigns, optimize offers, share best practices, and secure necessary resources for the team.
Ensure every customer interaction upholds Apple’s high standards for quality, privacy, and care, meeting all compliance requirements. Embody and champion Apple’s values of inclusion, curiosity, and excellence.
Some travel will be required.

Minimum Qualifications

5+ years motivating direct reports and leading high‑volume Business to Business sales teams, with proven success in SMB retention and new customer acquisition.
Proven track record of hitting or surpassing revenue, retention, and customer‑satisfaction goals.
Demonstrated ability to recruit, develop, and motivate teams with varied strengths in a performance‑based culture.
Excellent communication skills—translating strategy into clear actions and giving candid, constructive feedback.
Strong analytical competence; comfortable using various analytical tools, CRM data, and sales behavior metrics to guide decisions.

Preferred Qualifications

Proficiency in analyzing sales data and using insights to make strategic decisions and drive team performance.
Proficiency with sales tools and Customer Relationship Management (CRM) systems, with proven ability to use technology to streamline team workflows.
Experience working within a complex organizational structure, with the ability to effectively collaborate with peers and partners across various functional departments.
Self-starter with a proven track record of delivering high impact results.
BA/BS degree, MBA a plus.

Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.