E-commerce Customer Experience Lead, WW CSO

Apple • Austin, TX

6d

About The Position

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 optimize the customer journey and lead all aspects of execution—including campaigns, search, content optimization, and catalog 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 maximize Apple’s opportunities on the platform. By drawing actionable insights from web analytics to drive business decisions, your expertise and influence will revolutionize how our channel teams grow market share and deliver an amazing experience for our customers.

Requirements

• Typically requires a minimum of 12 years of related experience
• Bachelor’s degree or equivalent experience
• Background in 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 optimization, 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 programs and campaigns alongside cross-functional internal and external teams—from concept to execution, reporting, and optimization.
• 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, organize, 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 optimize processes and create solutions.
• Outstanding communication skills, including ability to craft value proposition for programs and articulate vision across various teams.

Nice To Haves

• 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 organizational skills and attention to detail

Responsibilities

• 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, localized execution of global eCommerce programs and campaigns for the US market.
• Utilize 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior