WHO ARE WE LOOKING FOR?

We are looking for a Consumer Services Manager to join our Nike Direct Digital Commerce and Connected Marketplace team based in Seoul. This role is an expert in Consumer Service with a deep understanding of the consumer, their lifestyle and how they do sports and shop. Our best Nike Consumer Services Team manager possesses skills to lead, drive and inspire around all aspects of consumer service delivery and operational execution. Your ability to deliver results, implement capabilities, provide problem-solving strategies and obsess the details is paramount in the success of this role.

WHAT WILL YOU WORK ON?

* Develop full consumer experience, including knowledge content, quality and communications in a manner that continually seek to evolve the process, tools, and metrics to provide premium consumer service

* Oversee and improve the overall performance of consumer service in e-commerce and digital platform including service levels, productivity, compliance and consumer satisfactions

* Establish strategic and operational plans and programs to achieve goals and support business

* Create voices of consumer feedback loop to the business to drive continuous improvement

* Utilize expertise to create a center of best practices, driving process improvement, service quality and training initiatives

* Own the relationship with all CS partners to deliver industry leading consumer experiences

* Identify opportunities by analyzing consumer issues and trends to remove frictions and develop new practices in digital shopping journey

WHO WILL YOU WORK WITH?

As a Consumer Services Manager, you will directly report to the Sr. Director of Nike Direct Digital Commerce and Connected Marketplace. This position requires a collaborative relationship. You will work closely with Digital Operations, Business, SNKRS, Supply Chain, O2O, Finance, Legal Team, etc.