Job Description: Lead, Consumer Care

WHO YOU’LL WORK WITH

You will be partnering closely with local and offshore consumer service teams and the external vendors. You 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. You will be reporting to the NDDC Director.

WHO WE ARE LOOKING FOR

You are 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. You will have a customer centric approach, a deep connection to service and strong communication and conflict resolution skills. 

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. As you work to solve consumer friction, you would be asked to be available at odd hours to be the escalation point when issues arise: evening, weekend and holidays.

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.

Other qualification requirements include:    

• 5+ years of experience in Customer Service ideally in retail or related industries
• Bachelor’s degree, ideally in a field that emphasizes strong communication and task management skills. Will accept any suitable combination of education, experience and training
• Strong negotiation skills and customer empathy
• Experience with working in an international environment and communicating cross-functionally with internal and external stakeholders. Ability to speak to complex issues in a simple, persuasive way to represent Consumer Care in large, cross-functional meetings.
• Ability to do hands-on work including handling escalation inquiries with customers and customer service agencies
• Knowledge of local laws and regulations associated with the retail consumer business
• Knowledge of supply chain digital for ecommerce (digital order journey), billing process, Salesforce and OMOBO is ideal

WHAT YOU’LL WORK ON

• 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 fulfills 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

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. 

For more information, please refer to Equal Employment Opportunity is The Law 

(In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act (AODA), 2005, and the City of Toronto’s Accommodation Policy, accommodation will be provided in all parts of the hiring process. Applicants can make their needs known when contacted for interviews.)

We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form.

Nous offrons plusieurs mesures d’adaptation pour faciliter notre processus d’entrevue, notamment des lecteurs d’écran, des interprètes en langue des signes, un lieu accessible et unique pour les entrevues en personne, le sous-titrage, ainsi que d’autres ajustements raisonnables au besoin. Si, au cours de votre navigation dans notre processus de candidature, vous constatez que vous avez besoin d’aide ou d’une mesure d’adaptation en raison d’un handicap, veuillez remplir le formulaire de demande d’adaptation pour les candidats.