POSTULER POUR LEAD, DIGITAL CONSUMER SERVICE MANAGER LATAM

Rejoignez l'équipe NIKE, Inc.
\r\n \r\n Loin de se contenter d'équiper les plus grands athlètes mondiaux, NIKE, Inc.
explore les potentiels, abolit les frontières et repousse les limites du possible.
L'entreprise recherche des personnes capables d'évoluer, de réfléchir, de rêver et de créer.
L'épanouissement de sa culture repose sur son ouverture à la diversité et sur sa façon d'encourager l'imagination.
La marque a besoin de personnes talentueuses, de leaders et de visionnaires.
Chez NIKE, Inc., chacun contribue, par ses compétences et sa passion, à jouer un match difficile en constante évolution.
HOW ARE WE LOOKING FOR? The Consumer Services Manager is responsible for providing a World Class Experience for our Digital Mexico consumers with the correct information, in the right moment (purchase & post purchase) across the Nike ecosystem.
You will work closely with our 2 strategic BPOs that help us with the correct experience for our digital consumers.
You will be expected to work independently and judicially within the empowerment given and to exercise due diligence and good judgement in ensuring fair and equitable resolutions for our consumers.
WHAT WILL YOU WORK ON? Partner with BPOs for best-in-class services (E-Shop World & Concentrix) Ensure that Concentrix work align to the SOW agreements.
Serve as a Lead by assisting the Line Manager in coaching and educating service coaches’ in day-to-day business processes.
Be subject matter experts in product, policies and procedures supporting the Nike Consumer Services business units.
Remove Consumer Friction by providing actionable insights from consumer feedback via VOC survey.
Monthly forecasting process in partner with WFM Global team.
Be a liaison between Nike business units/brands and the consumer services team, seeking out relevant information for the Consumer Services team.
Responsible of lead and execute new CS projects (OMOBO platform, Chat implementation, Consumer Reviews, etc) WHO WILL YOU WORK WITH? As a leader of Consumer service team, you will report into the GM of NDDC (Nike Direct Digital Commerce) and you will work closely with cross functional teams, especially, digital business, NDDC Digital Operations, Marketing, MPO (Marketplace Operations) Tech, SNKRS (Sneakers), and CS BPOs (Concentrix and ESW) to serve Consumer service.
You will also have interactions with various team across Nike’s World Headquarters and Geo Consumer Service teams to provide the best possible consumer service benchmarks.
WHAT YOU BRING Minimum 3 years of experience in a high consumer contact position (i.
.
consumer service, retail or wholesales) Understanding the e-commerce business, contact center and consumer service Passionate and keen about quality standards and improving digital athlete operational processes as well as consumer experience.
Comfortable in working in a fast and flexible working environment as well as being able to adapt to change.
Strong strategic thinking, planning and detail-oriented perspective.
Experience in leading a team or project.
NIKE, Inc.
est une entreprise en pleine croissance cherchant à intégrer à son équipe des personnes capables de se développer avec elle.
Nike offre un généreux programme de rémunération globale, un environnement de travail décontracté, une culture variée et inclusive et une atmosphère dynamique propice au développement professionnel.
Quels que soient le site ou le poste, les employés de Nike partagent tous la même mission stimulante.
apporter inspiration et innovation aux athlètes* du monde entier.
NIKE, Inc.
s'engage à embaucher un personnel diversifié.
Les candidats qualifiés seront considérés sans tenir compte de leur origine, couleur de peau, religion, sexe, nationalité, âge, orientation sexuelle, identité de genre, expression de genre, statut de vétéran ou handicap.