APAC Executive Relations Senior Representative

Summary

Imagine what you could do here! 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.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

The Retail Executive Relations Senior Representative serves as the crucial link between Apple Retail, consumer, and related Government Agencies/Consumer Associations. This role collaborates closely with senior leadership across various functional areas, divisions, and regions, aiming to respond to critical customer issues including the company’s most serious, sensitive and visible customer satisfaction issues, and continuously driving improvements in Apple business.

Description

The Retail ER Senior Representative establishes and maintains relationships with government representatives and regulatory bodies to ensure an excellent customer experience and trust in our processes and practices. They work with multiple internal groups and stakeholders to root cause issues, improve processes, and present on feedback and progress.

• Work closely with the ER Specialists to resolve individual customer concerns on a broader scale.
• Connect digitally and in person with government officials across multiple municipalities.
• Engage seamlessly with internal stakeholders to ensure the best customer experience and anticipate future needs.

  Responsibilities

  • Establish and nurture robust relationships with government on consumer-related matters. This includes regular communication, understanding regulatory requirements, and representing Apple's interests in a professional and compliant manner.
  • Act as an ‘owner of solution’ provider when dealing with government agencies/consumer associations. Coordinate with Government Affairs (GA), Legal, and Public Relations (PR) teams to develop and implement effective communication and response strategies.
  • Manage risk issues by setting up Retail consumer crisis response strategy and process in collaboration with cross-functional business owners.
  • Manage China specific incident programs such as China 3.15 event. Attend government meetings and events per Apple’s Business Compliance Policy.

  Minimum Qualifications

  • 7+ years of relationship management experience, including proven experience in a customer service/support environment.
  • Proven ability fostering extraordinary relationships with cross-functional senior leadership and external government officials.
  • Proactive team-player with a can-do attitude and a deep sense of ownership and accountability.
  • Comfortable handling any crisis moments. Encourages direct and constructive debate, and intuitively knows when and how to drive to a decision.
  • Exceptional written and verbal presentation skills in both Mandarin and English.

  Preferred Qualifications

  • Thrive in an ambiguous environment and can think clearly in a fast-moving and complicated situation. Discretion when dealing with confidential information.
  • Ability to evaluate complex issues with a multitude of factors and propose optimal solution(s), and influence business owners through poised presentations of concepts and recommendations.
  • Must display great ability to prioritize deliverables, focusing on critical path items while maintaining unwavering attention to detail.
  • Additional fluency in Cantonese.