Nike Expert on Demand

Title: Nike Expert on Demand

Location: Remote, US

Duration: 6 Month Contract

Nike's North America Consumer Care team is passionate about creating opportunities to deliver outstanding consumer experiences! CC members are on the front-line, working as part of a dynamic team focused on building unbreakable bonds with Athletes*. With a continuous focus on "getting the win" for all consumers, the CC Team is organized, nimble, able to effectively prioritize, and passionate about using their understanding of the consumer journey to create and preserve lasting brand loyalty! WHO WE ARE LOOKING FOR We are looking for a Nike Expert on Demand who will provide a premium service experience! We communicate via 1:1 messaging within the Nike App.

This person's goal will be to drive consumer retention and reengagement of our Members while simultaneously delivering by the measurable expectations of this business. We will maintain product expertise across all categories and proficiency in both pre and post purchase processes. You will engage with Members directly and strengthen their relationship with the Nike Brand. This individual must also communicate effectively with teammates, leaders, and cross-functional partners. You will work with a variety of systems and tools to facilitate a seamless consumer journey in-app.

WHAT YOU WILL WORK ON

If this is you, as part of our Nike Expert on Demand Team within North America Consumer Care, you'll help our team support all aspects of our Member experience within our Nike App. Along with serving consumers, we will also provide the management team with insights gained from consumers, offering feedback related to key contact drivers, friction points, products, athletes, and trends. You'll participate in the development of new strategies targeting growing engagement and encouraging community while maintaining a positive representation Nike Brand.

You'll quickly identify sensitive issues and potential customer concerns appropriate for the Nike category, PR and/or legal assistance. We are able to communicate effectively applying good judgment and business decisions in servicing the consumer.

You will maintain an up-to-date understanding of the entire Nike product line, marketing initiatives, and greater digital footprint, including the website, NRC, NTC, and SNKRS. In addition, you'll utilize internal tools and systems to ensure accurate responses to consumer inquiries and to capitalize on potential sales opportunities. A typical day consists of fielding inbound contacts and maintaining a live messaging channel. Contact types may be either pre or post purchase.

You will be engaging with each Member in conversation to provide the best possible service. You will observe trends and communicate across your peers to ensure alignment. You will also attend weekly team meetings to stay up to date on policies and processes.

WHO YOU WILL WORK WITH

This person will be working within a team environment reporting to one of the NEOD Support Managers. You'll partner with our territory teams to build outstanding and exciting experiences for select Members. You'll also work cross functionally to provide relevant consumer insight and feedback.

WHAT YOU BRING

• Bachelors degree, preferably in communications or marketing or an additional 2 years of equivalent industry-related business experience in lieu of degree
• Excellent written and verbal communication skills
• Strong computer skills, including experience navigating the internet and using PC and Windows-based software (Microsoft Office)
• Ability to read, speak, type and understand English
• Demonstrated initiative and ability to work independently and/or in a diverse team environment
• Proven strong problem-solving skills, analytical skills and attention to detail
• Excellent team and customer service orientation