Retail Executive Relations Team Manager - EMEIA at Apple

Cork, Munster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Advocacy, Team Leadership, Performance Management, Coaching, Issue Resolution, Stakeholder Influence, Cross-functional Coordination, Root Cause Analysis, Policy Changes, Judgment, Discretion, Communication, Presentation Skills, Analytical Skills, Ownership, Accountability

Industry

Computers and Electronics Manufacturing

Description

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. 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. 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.

Responsibilities

The manager leads a team to urgently and empathetically resolve executive-level customer escalations, focusing on developing team members through coaching and performance management. They drive the resolution of complex issues by influencing stakeholders, coordinating cross-functional efforts, and translating customer feedback into actionable insights for operational improvements.