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Nike.Com Consumer Service Manager

Seoul, South Korea, South Korea

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Description

Division: NikeDirect

Team: Nike.com

Job title: Nike.com Consumer Service Manager

Work Location: Seoul

 

Responsibilities

- Develop and manage full consumer experience, including knowledge content, quality and communications in a manner that continually seek to evolve the process, tools, and metrics to support the team and provide a world class customer service experience for the end consumer
- Ensure data teams provide consistent and actionable analysis and reporting to the leadership team around experience issues, concerns, and trends.
- Offers recommendations and solutions which positively impact delivery of services to our internal and external customers.
- Identify gaps in training for both the internal and external teams based on experience results and metrics. 
- Partner with the communications team to develop and implement training plans to ensure experience practices and standards are being met on an ongoing basis. Measure, evaluate and continuously improve upon the effectiveness of training and performance improvement programs. 
-Utilize expertise to help develop programs and share best practices with the internal communications team and with the outsource vendor.
- Remain connected to the industry to identify trends, build resources, and keep the consumer experience program at the fore front of the industry

Requirements

- More than 7 years of relevant work experience preferred
- Fluent English writing/speaking and communication skills
- Deliver Results; Results Oriented/ Proactive/ Organizes and able to manage projects 
- Make good decisions: Business Analysis/ Problem Solving/ Act Decisively 
- Lead and Influence Others; Influence internally and externally/ Networking
- Ability to work cross-functionally in a matrix organization
- Deep understanding of evolving consumer communications environment and digital landscape

 

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.

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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