People, Person, Apparel, Clothing

Business Development Program Manager

Business Development Program Manager

Beaverton | Oregon | United States

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, Inc. it's about each person bringing skills and passion to a challenging and constantly evolving game.

NIKE, Inc.'s storytellers, Marketing and Communication sets the brand tone. A creative force of specialists tell Nike's stories of innovation and sport through advertising, brand strategy, digital engagement and product presentation. Using channels ranging from retail stores to social media, Marketing & Communication teams connect the science and art of Nike innovations to the hearts and minds of athletes around the world.

Nike does more than outfit the world's best athletes. We're a place to explore potential, obliterate boundaries, and push out the edges of what can be. We're looking for people who can grow, think, dream and create. We thrive in a culture that embraces diversity and rewards imagination. We seek achievers, leaders and visionaries. At Nike, it's about bringing what you have to a challenging and constantly evolving game.

As Business Development Program Manager for North America's Consumer Services (NACS) team, you will be responsible for representing the voice of the consumer as we work both internally and with cross functional teams to design, launch, and monitor new programs and capabilities. Consumer Services relies on processes and programs to help our consumers "get the win" when they reach out to Nike for help. It is imperative that those processes and programs are designed and managed in a consumer-centric manner, to ensure a friction free journey for both our front-line Athletes and the consumers we serve. In this role, you will stay connected to existing and potential service experience friction, fully understand our consumers' patterns, expectations, and pain points, and bring those insights back to the business. You will actively keep the NACS Leadership Team informed about new programs and events that might impact the consumer journey. This role is critical to ensuring that Consumer Services is always equipped to help every consumer "get the win" when they need our help.

KEY RESPONSIBILITIES:

- Be an expert on our consumers. Use insights, survey results, focus groups, data and analytics to develop and maintain a clear understanding of who our consumers are: their expectations, frustrations, processes, channel preferences, and what drives their brand loyalty.

- Be an expert on our Athletes. Using focus groups, KPIs, and observation, develop a deep understanding of what causes friction, what motivates them, what drives Athlete retention, and what generates overall Athlete happiness.

- Create consumer journey maps to identify pain points and opportunities to improve consumer sentiment and brand loyalty.

- Serve as the NACS point of contact for all Inventory Partnership Platform (IPP) programs: participate in workshops, represent the voice of our consumers and drive consumer-centric program design, and serve as the ongoing main point of contact between CS and our cross-functional IPP partners.

- Represent consumers and front-line Athletes in ongoing cross-functional programs (promos, launches, digital product development, post-purchase journey). Drive consumer-centric processes while reducing Athlete friction.

- Develop and maintain a system to keep NACS Leadership informed about active and upcoming programs, deliverables, and events that may impact our Athletes' and/or consumers' journeys.

- Ability to work independently in fast-paced environment, balancing multiple deliverables with tight deadlines

• Bachelor's degree in Business, Communications, Marketing, or experience in a related field.
• Minimum 5 years of relevant professional experience with an emphasis Program Management, Design Thinking, and Consumer Experience Design.
• 3-5 years of experience with integrating qualitative and quantitative analytics to produce holistic conclusions
• 2+ years of experience creating and leveraging Journey Mapping to drive consumer centric programs and processes.
• Experience conducting focus groups and using results to identify trends.
• Advanced Excel and PowerPoint skills required.
• Experience managing complex stakeholder engagements, leading projects with multiple contributors/influencers, facilitating meetings, and delivering presentations to senior leadership
• Ability to communicate well through written and verbal means.
• Detail orientated and intrinsic passion toward success and high-quality delivery
• Previous experience as an analyst in a contact center environment preferred

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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