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Service Account Manager - Iberia en Madrid, Madrid, España

Do you have a passion for delivering an excellent customer experience? At Apple, we believe that hard work, a lively environment, creativity and innovation fuel the ultimate customer experience! We believe each customer interaction is an opportunity to delight, engage and encourage – and that by focusing on even the smallest of details, we can make significant impact on our customer’s experience! As Iberia Service Channel and Account Manager you will manage a network of Service Accounts across Spain and Portugal to ensure the Customer after-sales experience is consistent with Apple's brand and our operational goals. That will involve a continuous process of assessment of the channel as our goals evolve, our product line changes and as performance varies across accounts. You will work with strategic accounts across the region, encouraging and developing the relationship to these key partner, while driving service performance, introducing new programs and targets, ensuring compliance and working cross-functionally with a variety of departments.

Descripción del empleo

  • Fully proficient in Spanish & English language. Portuguese is a benefit.
  • Established track record in delivering excellence within the after-sales arena within a complex / matrixed organisation.
  • Strong communication and presentation skills and be comfortable in delivering messages across various levels within the organisation
  • Demonstrate a very good understanding of the market’s key stakeholders, i.e. consumer and enterprise customers, retailers, service providers and Telcos
  • Experience in working with Service providers and Resellers in the Information & Communication or other technical consumer product market
  • Outstanding planning, analytical and organisational skills
  • Working to tight deadlines & priority changes
  • Attention to detail, critical thinking & analysis
  • Experience in managing people (line management or project management) preferred
  • Exposure to handling basic legal and financial aspects of After Sales service, Vendor Management
  • Curious & forward thinking
  • A great teammate - your work cannot be accomplished in isolation
  • A passionate promoter of the Apple brand
- Design and implement a service channel structure that sets us up for success in collaboration with our Sales colleagues - Build and develop service (i.e. repair) channel on customer proximity, consumer visibility, Look&Feel towards outstanding standards - Help grow our business by developing and implementing service solutions - Team up market partners in new ways of co-operations - Identify trends in our Sales markets, Service channels, Legislation a.o. and adapt adequate service strategies - Work with cross-national teams, offices, back offices to change, build, adapt business processes, ensure process consistency, performance and prevent fraud - Performance manage the channel to deliver against our Customer experience KPIs, e.g. Happiness, Repair Time, Quality of repair, Brand experience - Performance manage the channel to deliver against our Warranty Cost KPIs, e.g. Fraudulent claims, No Trouble Found, Repair opportunity rates, Exception rates - Closely handle capacity of the channel and ability to adapt to future changes in our models and product lineups to minimise Customer disruption - Ensure service accounts meet contractual obligations and maintain a strict regime of continual assessment of the accounts. - Participate in the development and implementation of processes, systems and procedures in partnership with Channel Service Programs - The role requires adequate level of traveling within geo and including to out-of geo sites
Formación y experiencia
- Degree (Engineering, Finance, Commercial) preferred
Requisitos adicionales

Información extra

Madrid, Madrid, España
Tipo de contrato
Tiempo completo
Tipo de trabajo
Carnet de conducir
Carta de motivación

Trabajo de cajero | Tiempo completo

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