Alison Xia Email & Phone Number

Shanghai

• Participates with other senior management to establish strategic plans and objectives. • Participates in final decisions on administrative and operational matters. • Ensures that store achieves established objectives. • Directs and controls the activities of a broad functional area and collaborates with key business partners (such as Finance, HR, and others). • Has access to confidential company business and financial information and has the authority to make related decisions. • Completes projects in the Manager’s assigned areas of responsibility. • Implements innovative ideas to improve processes and performance within the Manager’s assigned areas. • Trains and develops store employees in customer service, product knowledge, inventory control, and visual merchandising display. • Supports the Store Leader by coaching store employees to consistently provide exceptional customer service. • Monitors the performance of store employees and supports the Store Leader in addressing performance issues. • Monitors the customer experience. • Addresses customer concerns and difficult customer issues. • Addresses store employee concerns. • Communicates positively with staff, customers, and partners. • Assists managers with recruiting, hiring, retaining, and training a diverse and talented team. • Ensures that the store team complies with all company policies and procedures. • Protects all company assets. • Follows standard practices and procedures. • Performs sales leader functions, including monitoring sales floor coverage; maintaining sales generation focus; completing sales transactions and overrides (including cash, credit, and check processing, and exchanges, refunds, and adjustments); and performing daily accounting and store operations procedures. • Ensures that the store achieves its sales, shrink, and payroll goals. • Improves store profitability by achieving goals set by Store Leader.

中国 上海市

Fulfill the responsibilities of Support Leader including the supervision of timely meals and breaks for employees. • Provide feedback and recognition to the team based on their observations of customer and employee interactions. • Identify and recommend daily staffing, scheduling, and zoning changes. • Able to adjust team coverage on the fly to meet traffic demands. • Support and participate in Daily Downloads using approved materials and direction from leadership. • Support employee concerns by providing the correct escalation path. • Share in-store communication and tasks with relevant employees. • Responsible for safety and security of team members when managers are not present. • Respond to customer escalations and inquiries, and seeks partnership when needed to resolve. • Open and close the store, which includes executing all tasks necessary to prepare the store environment for customers including cash handling responsibilities (where applicable). • Use designated access to complete tasks to support employee and customer needs. • Ensure that team members comply with policies and procedures. • Capture operational records as required. • Protect company assets and maintain Apple standards at all times. • Perform other duties as assigned.

中国 上海市

Business Experts create owners by connecting with new and existing business customers to identify opportunities, propose solutions, forecast customer needs, and close sales. • Drive sales and create loyalty among business customers. • Increase incremental revenue and expand the opportunity pipeline. • Prioritize and act on new customer opportunities identified by the store team. • Passionately engage business customers by showcasing our technology and helping them discover how Apple products and solutions can enhance their businesses and enrich their lives. • Nurture long-term relationships with customers to help them evolve their businesses and discover untapped potential through technology solutions. • Utilize depth of expertise in Apple products and services — along with the wider ecosystem of third-party products — to develop industry-specific solutions. • Identify solutions for small businesses that go beyond our products and services and also leverage Apple resources online and in contact centers. • Collaborate across the Apple Store in Business Sessions, Briefings, Workshops, and Events by identifying and recommending unique store offerings to fit customers’ business needs. • Create an environment where the local business community can connect with and inspire each other. • Maintain accurate business customer contact and relationship information in our CRM application. • Establish and maintain professional relationships with Apple corporate and external partners. • Act as a subject matter expert and “go-to” person on business solutions among peers. • Mentors other members of the store team around business customer needs and solutions.

Shanghai

The Specialist builds brand loyalty and creates owners of Apple products. The Specialist is approachable and curious, and engages customers before, during, and after a purchase. They ask questions and actively listen to our customers’ needs in order to demonstrate how Apple can enrich their lives. The Specialist is dedicated to delivering a customer service experience that is unlike any other.Responsibilities • Drive sales, create owners, and build brand loyalty. • Contribute to success across all store areas and flex appropriately to meet business needs. • Proactively approach and engage with our customers to understand their needs and present complete solutions for all customers, both in store and online. • Bring Apple products, services, and ecosystem to life through demos, personalization, and answers to customer questions. • Create memorable experiences that showcase the benefits of Apple products and services. • Provide customized solutions based on each customer’s specific needs, including business, education, and creative professionals. • Set up a customer’s newest Apple products and offer personalization. • Provide troubleshooting advice and introduce the benefits of shopping with Apple — often to multiple customers at the same time. • Use knowledge about Apple technology, technical expertise, and creativity to meet customer needs. • Stay up to date on new information, product and service offerings, and company initiatives, by leveraging internal tools and resources, on-the-job experiences, and peers. • Support peers at the Genius Bar as needed to share knowledge and assist in providing ownership options. • Provide world-class customer service to customers. • Maintain accuracy in all operational duties and transactions.