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Consumer Services Manager, Nike Retail & Nike.com
Tokyo, Japan, Japan
About the Nike Direct Consumer Services team
As Nike's Manager of Consumer Services for Japan, you'll be responsible for leading our Contact Center Teams and Service Professionals in the various aspects of service including consumer escalations, social media, elevated service offerings, and in-house contact center support. This role will work with all groups within the Nike Direct Digital and Stores teams, and include a deep partnership with our Integrated Marketplace team. In addition, this role will have interactions with various stakeholders within Nike’s World Headquarters location.
About the role
Nike is dedicated to providing a premium experience to our consumers and as the Manager of Consumer Services you will play a critical role in ensuring the goal is being achieved. You will lead Consumer Service team to ensure customer service experience in the retail, service or contact center industry along with strong operational and project management. You will need to work under a degree of comfort with ambiguity, an ability to simplify the complex and communicate effectively with both executive and contact center leadership and teammates. This role will require some travel to Nike Headquarters in Portland, Oregon.
- Ensure NIKE consumers are receiving a premium experience while constantly understanding and analyzing trends to develop strategies to improve consumer satisfaction.
Champion and propagate NIKE values across the business while improving and creating both internal and external operational processes.
Manage and develop the internal Consumer Services Nike Team along with leading contract maintenance and creation.
Interview and hire top talent for the internal NIKE team which consists of training, quality, knowledge base, and operations.
Work with key stakeholders across the Nike matrix to identify and address consumer friction points, primarily working with teams whose focus is primarily serving our Nike Direct Digital Consumers.
Partner with local and global NIKE team members to enhance consumer journey & manage the relationship with outsource partners.
Leverage and partner with NIKE Consumer Services Global team (COE) to ensure consistent experiences.
- Bachelor's degree required (or additional 2 years of experience in lieu of a degree).
Minimum 5 years of relevant professional experience with an emphasis on Consumer Services, Retail, or the Service Industry required. Experience working in a global business environment preferred but not required.
Proven track record of developing and successfully implementing world class customer service programs in retail, contact center, or similar types of environments required. Capability of making sound business decisions and quickly understanding new information and situations.
Strong presentation skills, and excellent written and verbal communication skills, including results packaging and development of management presentations required.
Detail minded with strong organizational, problem solving, and analytical skills with attention to detail and the ability to prioritize multiple tasks and manage time (meetings, etc.) to ensure the needs of the business are met. Six Sigma, COPC or LEAN Process Certification is desired but not required.
Strong computer skills, including experience navigating the internet and using PC. Advanced Microsoft Power Point or Apple Key Note a plus.
Business level written and verbal communications skills in English and Japanese required. Language requirement (e.g. Fluency in Japanese and English required. Minimum TOEIC 800+.).
Note to Recruitment Agencies: NIKE is not accepting candidate submissions from recruitment agencies NIKE does not have existing contracts with. NIKE will not be responsible for payment of recruitment fees for hiring of candidates whose resumes were submitted to NIKE employees or NIKE offices without NIKE’s prior permission.