Apple Korea - Apple retail : Operations Expert/Business Pro/Expert/Lead

 

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Operations Expert

Summary
As an Operations Expert, you know better than anyone else the satisfaction of getting the latest Apple product into your hands. So it’s up to you to make sure customers are just as satisfied. By guiding and mentoring your team, you help keep pace with changing demands and make sure every product and demo machine is where it should be. At the end of the day, it’s your organizational skills and dedication that are at the heart of what the Apple Store does — connecting people to the products they love.

Key Qualifications
· Ability to think quickly and perform problem-solving tasks, even within changing conditions.
· Leadership skills, whether guiding by example or coaching a group.
· Strong organizational skills, quickly evaluating every situation.

Description
As an Operations Expert, you and your team have the incredible responsibility of ensuring products take the final step in the supply chain: getting into customers' hands. You're in charge of the store's entire inventory - products, parts, tools, supplies, and everything else. You make sure your team has the support, knowledge, and resources required to maintain product availability, complete inventory tasks, and keep the stockroom organized as new products arrive. You're in constant contact with the management and leadership teams, sharing data about the status of products and parts. And when exciting new products arrive, you're the first to open them up and present them to the entire store team. Apple makes the products, but you make it happen by being ready to place our products in customers' hands.

Additional Requirements
· You can manage and meet multiple inventory deadlines each week.
· You’re willing to observe guidelines to allow secure access to products and movement through the stockroom.
· You are flexible with your schedule. Your work hours will be based on business needs.

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Business Pro

Summary
As a Business Pro, you are responsible for developing and growing relationships with high potential business customers in Apple Retail. You have a proven ability to take a personalized, solution-based approach to customer needs. You have strong business and sales acumen, and knowledge of key SMB industries, business challenges, and trends in their local community. 

The Business Pro has strong consultative expertise in Apple and third-party solutions. You serve as a resource and mentor the broader store team and help support an environment where business is integrated into the store culture. You partner closely with store leadership to ensure account opportunity potential is identified, validated, and/or transitioned when appropriate. You possess exceptional interpersonal, influencing, and negotiating skills to establish strong relationships within Apple, our customers, and our team.

Key Qualifications
· Minimum 3 to 5 years of proven track record of success and high performance in technology and/or business solutions sales or equivalent.
· Advanced and demonstrated Apple expertise on mobility adoption and business transformation with general knowledge of key SMB industries, technology trends, challenges, and industries.
· Excellent listening, negotiation, interpersonal, and customer experience skills.

Description
You lead customer engagement, deepen relationships, drive sales and awareness of Apple’s value proposition for business and build loyalty with a focus on high potential business customers. You plan and forecast business performance through account management, pipeline building, and opportunity management, utilizing CRM and other tools. You are passionate and confident and engage business customers by showcasing our technology and helping them discover how Apple and third-party solutions and services can transform the way they work. You develop effective account plans to start and expand adoption of Apple solutions across our ecosystem platform and deeper in the customer’s organization.  You lead and support briefings and leverage workshops to support customer engagement. You effectively use CRMs to build and maintain accurate customer account information, manage relationships, opportunities, tasks, and develop customer insights based on best practices. You mentor and act as a subject matter expert among peers on business customer needs and solutions. You seek, analyze, interpret, and share feedback from Business NPS to continually improve the customer experience. You partner with the Business Development Manager and account team to seamlessly transition accounts in line with account engagement strategy and ensure a smooth customer experience. You maintain process mastery of all Retail Business programs and offerings to ensure compliance with policies and procedures.

Additional Requirements
· You have outstanding communication skills, both written and oral, in person and on the phone.
· You have the ability to work effectively with business owners and executives across all levels of an organization.
· You have excellent organizational and process management skills, ability to set priorities, and 
responsiveness to customer requests.
· You have the ability to adapt in a dynamic, ever-changing retail environment.

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Expert

Summary
The Apple Store is a retail environment like no other — uniquely focused on delivering amazing customer experiences. As an Expert, you introduce people to the exciting world of Apple, turning curious visitors into loyal customers. You thrive on interactions with team members as well as with customers. And you get great satisfaction from helping people develop lifelong relationships with Apple every day.

Key Qualifications
· Demonstrated proficiency in technology, particularly Apple products, and the ability to quickly learn about new products.
· Proven experience in sales and technology solutions, as well as in developing customer loyalty.
· Ability to consistently deliver great customer experiences — no matter what the situation.

Description
As an Expert, you are a leader in sales, product knowledge, and solutions, and highly influential in how you engage with customers. But you also know how to turn mild customer curiosity into intense interest  - and ownership. As new products and initiatives emerge, you are the first to learn, share, and inspire your team members through approachability and action. You always meet, and at times exceed, your established performance goals. You're proud to represent Apple, and you exemplify that in all your interactions with customers. 

Additional Requirements
· You’re passionate about Apple, and you inspire and educate others about all that Apple has to offer.
· You can set the standard for Apple’s unique style of service through words and action.
· You have strong people skills — you’re approachable, a good listener, and empathetic.
· You can serve as an engaging role model to Specialists.
· You are flexible with your schedule. Your work hours will be based on business needs.

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Lead

Summary
The Lead helps prepare the team to deliver exceptional customer experiences. They assist the leadership team with day-to-day responsibilities and ensure operational readiness and sustainability. They are passionate about the details and are best when driving in the moment. This position is a great opportunity to learn the fundamentals of operating an Apple Store.  
All Leads are an integral part of supporting the Store Leadership Team, playing a strategic role in crafting meaningful experiences both for customers and employees and who embody a whole store mindset. They inform and energize our teams to do their best work and contribute to operational excellence. They actively connect with team members ensuring everyone is equipped with the support, tools, resources, and strategies they need to curate exceptional customer interactions.

Key Qualifications
· Experience motivating others to achieve positive results
· Track record of influencing and gaining the support of others
· Relates well to diverse groups of people and offers support as appropriate
· Experience de-escalating conflict among peers and colleagues
· Can make quality and timely decisions to adjust for changing business needs
· Able to effectively solve problems and make key decisions using analytics, experience and judgment
· Has excellent attention to detail and a willingness to take initiative
· Able to work autonomously and without close supervision
· Demonstrated organizational skills and experience

Description
Lead and encourage customer engagement, drive sales and awareness of Apple’s value proposition for business, and build loyalty  
Maintain efficient and positive customer journey through identifying obstacles, making strategic adjustments, and anticipating potential process changes
Develop strategies with the Shopping Experience Manager to increase access to our customers, reduce customer wait times, and meet customer demand
Review and assess store reporting and customer feedback daily and share with the leadership team to make adjustments, recognize successes and find opportunities for improvement in key areas in the Shopping Experience  
Be a resource to identify training opportunities for team members and partner with Shopping Experience Manager to suggest plans for skill improvement.  
Be an early adopter and change agent for new products and services, our ecosystem, and company initiatives in-store and online 
Be a role model and mentor others in the Shopping Experience by driving sales, maintaining up-to-date product & service knowledge, purchasing options- including financing and carrier offers through the Apple Steps of Service 
Energize, inform, and align store employees around store performance goals and communications. 
Address time-sensitive employee feedback, questions and concerns and escalate to a store leadership as appropriate. 
Recommend daily staffing and scheduling to the store leadership team to align with changing customer and/or employee needs and traffic patterns. 
Address the operational needs of the store, including, but not limited to, opening/closing procedures, cash management, overrides, visual standards, urgent maintenance issues, and Loss Prevention partnership. 
Fulfill the responsibilities of the Support role in alignment with Apple’s policies and procedures. Perform other duties as assigned.

Additional Requirements
· Has mentored, coached, or led others personally or professionally
· Demonstrated ability to drive strong results both individually and in a team environment
· Prior experience implementing or optimizing work processes, preferred • Skilled at making in the moment decisions in allocating resources or adjusting processes to provide an exceptional customer experience
· Proven ability to adapt communication to a complex audience with many learning styles