E-commerce Customer Experience Lead, WW CSO

E-commerce Customer Experience Lead, WW CSO
Imagine what you could do here. The people here at Apple don't just create products they create the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry‑leading environmental efforts. Join Apple and help us leave the world better than we found it. Apple's Worldwide Channel Strategy & Operations (WW CSO) organization focuses on developing and deploying worldwide sales programs and best practices to deliver an extraordinary customer experience in the channel and drive Apple Channel sales. With deep functional expertise in digital, physical, and people enablement spaces, our WW CSO team closely collaborates with many cross‑functional groups at worldwide and regional levels. We are seeking an experienced eCommerce Customer Experience (CX) Lead to drive Apple's customer experience on Amazon US. In this role, you will leverage your deep expertise in eCommerce and digital merchandising to optimise the customer journey and lead all aspects of execution including campaigns, search, content optimisation, and catalogue setup and management. You will partner cross‑functionally with a variety of stakeholders, such as Marketing Communications, to align on the best customer experience strategy to maximise Apple's opportunities on the platform. By drawing actionable insights from web analytics to drive business decisions, your expertise and influence will revolutionise how our channel teams grow market share and deliver an amazing experience for our customers.

In this role, you will:

Lead the CX strategy for Apple's US Amazon business, driving sales growth while ensuring an optimal, brand‑aligned experience through Amazon Vendor Central and AMS.

Collaborate with Sales leadership and Marketing Communications to build innovative digital merchandising strategies, promotional calendars, and execution plans that accelerate sales for Apple products.

Own the Search and Product Detail Page (PDP) experiences, continuously implementing improvements and new capabilities to exceed business goals and sales targets.

Drive the seamless, localised execution of global eCommerce programmes and campaigns for the US market.

Utilise online KPIs, web analytics, and performance metrics to extract actionable insights, uncovering new opportunities and executing growth initiatives on a weekly, monthly, and quarterly basis.

Co‑lead weekly and monthly business reviews alongside the Sales Account Executive (AE), aligning cross‑functional Apple teams, global counterparts, and retail partners.

Partner closely with Sales, Marketing Communications, Finance, and Operations to ensure all CX and digital merchandising plans seamlessly support business forecasts.

Minimum Qualifications

Typically requires a minimum of 12 years of related experience

Bachelor's degree or equivalent experience

Background in eCommerce and digital merchandising or marketing, preferably with P&L or category management responsibility.

Experience executing Amazon Search and Product Detail Page (PDP) customer experience management.

Hands‑on expertise with Amazon Vendor Central and the Amazon Ads platform (AMS), with a proven track record of successfully building Amazon 1P businesses.

Demonstrated understanding of and practical experience with the eCommerce funnel, SEO, and SEM.

Deep experience in content optimisation, leveraging UI/UX principles and digital merchandising strategies to achieve sales goals.

Strong problem‑solving skills with the ability to identify critical issues and opportunities, evaluate options, and provide clear recommendations to drive eCommerce growth.

Proven ability to deliver successful end‑to‑end digital programmes and campaigns alongside cross‑functional internal and external teams from concept to execution, reporting, and optimisation.

Strong analytical skills with the capacity to transform online CX data and KPIs into actionable insights; demonstrated experience using web analytics to drive digital business impact.

Prior experience using Content Management Systems (CMS) and working within complex eCommerce platforms; strong Microsoft Excel proficiency.

Ability to plan, communicate, organise, and lead multiple simultaneous projects with competing priorities and timescales.

Strong collaboration and relationship building skills with the ability to quickly establish trust, credibility, and influence across a variety of cross‑functional and multi‑directional partners.

Passion for continuous improvement with the curiosity to uncover gaps, resilience to manage ambiguity, and drive to optimise processes and create solutions.

Outstanding communication skills, including ability to craft value proposition for programmes and articulate vision across various teams.

Preferred Qualifications

Previous experience with an online, vendor‑driven marketplace preferred

Passion for innovation, customer experience, and digital transformation

Forward‑thinking approach and tenacity to anticipate risks prior to escalation and proactively drive towards a solution

Expert organisational skills and attention to detail

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant At Apple, we believe accessibility is a fundamental human right. You'll find that idea reflected in everything here in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong. Learn about accessibility in Apple's workplace Learn about reasonable accommodations for job applicants

#J-18808-Ljbffr