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Sales Team Manager, Retail Customer Care

Apple· Support and Service
Apply on company site
ShanghaiFull-timePosted 1mo ago

About the role

The Retail Customer Care (RCC) organization supports Apple shoppers across Apple Store Online, Apple Retail Stores, and third-party marketplaces. The Sales Team Manager leads daily supervision and administrative activities, drives performance, and develops specialists to deliver the Apple experience, through pre-sales support and/or the Personal Setup program, while fostering inclusion and continuous improvement.

Responsibilities

  • Lead a team, developing and empowering each team member to learn, grow, and achieve performance and developmental goals
  • Drive business priorities and achieve store performance goals by planning and executing operational strategies within assigned functional areas
  • Capture the ‘Voice of the Customer’ to contribute to customer insights, and to improve the specialists’ ability to deliver excellence customer experience
  • Assist with recruiting, training, developing, and retaining a diverse, high-performing team
  • Address customer and team member concerns and escalations, and partner with leadership and key business or People partners when appropriate
  • Monitor post and real time customer interactions of Specialists through call/chat review and engage in appropriate follow up such as providing coaching and ensuring the quality of the customer interactions
  • Contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn
  • Demonstrate Apple’s values of inclusion and diversity in daily activities
  • Be a role model for inclusive leadership behaviors and build, develop, and retain diverse teams
  • Take action to create a safe, respectful, and inclusive environment for all team members
  • Be available to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend work as scheduled
  • Develop others through mentorship, coaching, and effective feedback
  • Instill trust within the team and operate with a high level of integrity
  • Exceed goals successfully, and persist in accomplishing objectives despite obstacles and setbacks
  • Communicate with excellence, and tailor your communication style to different audiences
  • Experience working with human resources in areas pertinent to employee management such as performance, welfare and development
  • Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
  • Makes space to listen, learn, and amplify diverse perspectives and experiences
  • Confronts barriers to greater inclusion with tenacity, care and commitment
  • 5+ years experience in Sales, Retail, or Customer Care Center landscapes
  • 2+ years of management experience, leading a team of 15+ direct reports
  • Experience leading in a multi-lingual/cultural environment
  • Knowledge for WeChat, Douyin, Taobao, Xiaohongshu, and other local e-commerce platforms
  • Resolve conflict and settle differences in productive ways
  • Follow through on commitments and establish mechanisms to encourage others to do the same
  • Make timely and sound decisions by asking questions and using analytics, experience, and judgment
  • Provide support and guide others through challenges while remaining calm in a fast-paced and constantly changing environment

Qualifications

  • Fluent in both English and Mandarin (speaking, reading, writing)
  • Develop others through mentorship, coaching, and effective feedback
  • Instill trust within the team and operate with a high level of integrity
  • Exceed goals successfully, and persist in accomplishing objectives despite obstacles and setbacks
  • Communicate with excellence, and tailor your communication style to different audiences
  • Experience working with human resources in areas pertinent to employee management such as performance, welfare and development
  • Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
  • Makes space to listen, learn, and amplify diverse perspectives and experiences
  • Confronts barriers to greater inclusion with tenacity, care and commitment

Skills

Required:Team leadershipOperational planningVoice of the CustomerRecruiting and development
Nice to have:Conflict resolution

Benefits

  • Not specified in the description
Last updated Sep 4, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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