Apple posted a job you might be interested in February 04, 2015 at 09:40AM

Apple



Programs Specialist, Integrated Customer Experience

Canada, CA - Consumer Electronics

Apple’s Integrated Customer Experience Team requires an individual to support improvements in customer experience across carrier and reseller channels. Focus of the role will be on the operations management and coordination of the Channel Excellence Program deployment for Canada (CEP). This individual will be responsible for ensuring successful execution of all program deliverables through to implementation, identifying and understanding operational issues across all functions and managing issues to closure. In addition, the individual will be responsible for managing merchandising audits and program tracking systems for carrier and reseller POS.



Key Qualifications

• 5+ years Retail management or equivalent project management experience. Experience working with large retail channel partners is required. Experience in retail merchandising deployment is an asset.


• Demonstrated success in managing multiple initiatives and projects simultaneously with high attention to detail, prioritizing time appropriately to achieve desired business results and deadlines.


• Excellent communication, planning and analytical skills. Strong operations background preferred.


• Experience in interacting with and influencing in ways to gain consensus and build partnership with ability to develop relationships quickly. A well respected and trusted partner that others want to work with.


• Highly self-directed with the ability to take initiative and champion innovative ideas and solutions.


• Proven ability to succeed in a fast paced environment, and adapt to continually changing business needs.


• Some travel required both domestic and occasional international: up to 25%.


• Requires a BA or BS degree or equivalent

Description



Responsibilities include:

Apple Channel Excellence Program (CEP) -

Ensure all agreed Program elements (i.e. Design Submission Process, Fixture implementation, Marketing plan, Sales data reporting etc) are being tracked and executed as per plan, for each Carrier Partner. Identify and flag issues as required, working through to resolution.

Specifically, tracking shop fixture implementation throughout various steps of the deployment process. Steps to include: ensuring correct Financial Approvals and PO’s are in place, coordinating Site Surveys, Installations and post implementation approval etc.

Maintain clear roles & responsibilities, and processes across the various teams and stakeholders involved in making the Carrier Excellence Programs a success. Continuously assess the end to end process, and its efficiency - and maintain a close working relationship with WW Channel Programs, Sales, Marketing, Finance, and Procurement teams.

Act as cross-functional lead and hold regular update meetings on status of all locations. Identify potential risks and work with vendors/teams to resolve. Publish and maintain a weekly master schedule of fixture deployments and progress updates on all Program elements.

Ensure on time and quality opening of each location. Act as the single point of contact for field escalations.

Work with Procurement / Design teams to ensure operational readiness across space planning, capacity coordination, and the end-to-end supply chain.

Drive performance of various vendors used throughout the process - installation, maintenance, site surveys etc. Partner with the WW teams to ensure service level agreements and quality standards are being met. Continued assessment of overall program costs vs. budget for Apple.

Allocate time to be spent in store with build partners / Carrier partners / Apple colleagues in order to understand where program improvements can be implemented. Must maintain an intimate knowledge of all relevant business aspects of Apple Phone Program.

Manage ongoing maintenance and refresh programs as required for the Channel Excellence Program

Merchandising Audits

Conduct regular merchandising audits across CEP, other branded and non-branded POS. Compile results and prepare summary presentations of key findings for reseller and sales teams. Manage audit vendors to ensure delivery against required scope of work and within budget guidelines.

Program Tracking & Reporting

Manage ongoing updates to systems of record to track fixture and staffing deployments across all channel programs e.g SFO, SFF, SMS, TMS. Participate in UAT as required. Provide recommendations for future enhancements to meet business needs



No salary provided



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