WHO YOU’LL WORK WITH

The Consumer Service Lead will be partnering closely with local and offshore consumer service teams and the external vendors. They will also work cross-functionally with internal teams across eCommerce, Stores, Legal, Finance, Supply Chain, Technology, Marketing, Leadership Team, and the Global Consumer Service team.  The Customer Service Lead will be reporting to the Nike Direct Digital Commerce (NDDC) Director.

WHO WE ARE LOOKING FOR

As the face of our brand to the consumer, leading our Digital Consumer Services team, you will possess extensive and proven customer service experience at a leadership level. Highly desired are a customer centric approach, a deep connection to service, strong communication and conflict resolution skills.

• Have 5+ years of experience in customer service ideally in retail or related industries.
• Have a bachelor’s degree, ideally in a field that emphasizes strong communication and task management skills.
• Have strong negotiation skills and customer empathy.
• Show experience with working in an international environment and communicating cross-functionally with internal and external stakeholders.
• Show the ability to do hands-on work including handling escalation inquiries with customers and customer service agencies.
• Bring a knowledge of local laws and regulations associated with the retail consumer business.

WHAT YOU’LL WORK ON

You will have solid experience working with a broad range of customer service-related scenarios and set-ups (including contact center and third-party management) as well as familiarity of local laws and regulations related to the retail consumer industry as well as experience and knowledge in loss prevention.

• You are confident under pressure and enjoy working in a dynamic and fast-paced service environment, have excellent professionalism and an in-depth knowledge of customer service and ecommerce KPIs.
• You will be managing and working with your cross-functional teammates to resolve consumer escalations in an expedient manner.
• You will be partnering with cross-functional teammates to ensure the end-to-end online Nike experience journey fulfils our brand promise to consumers.
• You will manage the external vendor contact center to maintain KPIs & SLA’s.
• Perform daily analysis on end-of-day reports to review trends, find root cause and resolution for continuous improvement.
• You will engage in team management, providing reports on consumer insights to both internal and external partners to improve the consumer’s experience.