Brand Member Service Manager
Posted on Nov 15, 2018 by Nike
Soul, performance and style take flight at Jordan Brand. With its deep roots in basketball, the Jordan Brand began as an homage to one player: Michael Jordan. Since then, Jordan has become synonymous with peak performance and an endless pursuit of greatness. Employees in merchandising, product branding, sports marketing and sales bring creativity, innovation and audacious design to footwear and apparel, all with one mission in mind: help athletes fly on and off the court.
The Jordan Brand Member Service Manager is a digital leader that can drive new ways of thinking with very strong combination of three skillsets - Brand Storytelling, Digital Media and Member Service. The ideal candidate must be a digital badass focused on the consumer journey that lives and breathes service and the consumer journey on mobile devices. This person is passionate about the latest trends in mobile, social media and digital. A successful candidate must be able to find the intersection of consumer needs, technical feasibility, and business objectives. This position will be instrumental in making community members feel that they are at the center of everything we do here at Jordan by delivering valuable, timely, compelling, and relevant digital and physical service.
As the Jordan Brand Member Service Manager, you will develop and execute a data/insight informed comprehensive member service strategy. This strategy will ensure we are serving Jordan members with dynamic, engaging content and services through events, web, apps, social, email and emerging technologies. You will understand consumer needs, identify market opportunity, define the vision in creating services for a mobile-only community. You will obsess on recruitment, on-boarding, engagement and retention of Jordan Members across the ecosystem to drive consumer loyalty and bottom line results. This role will be constantly reinvigorating consumer and member engagement by bringing in new ideas and new ways of approaching consumer and member engagement.
This role requires expert project management skills to collaborate in building and maintaining an omni channel service strategy to support the member and business across the brand. You will work across functions to inspire and project manage key initiatives to drive business objectives. You will demonstrate strong communication skills to align strategy with key internal and external stakeholders & work across geographies to inspire and drive a globally run service approach. This means being a self-starter and a go-getter. Lead the conversation. Overcome any obstacle in your path to deliver awesomely.
- 8 years of digital marketing experience and 3 years of team management
- Developed holistic run of shows across all digital channels
- Worked with data sets, segmentation and persona led journeys
- Experience setting KPIs, reporting and taking action through an analytic driven approach
- Demonstrated digital marketing leadership across paid, owned and earned digital channels (social, apps, web, email)
- Worked to solve consumer problems through a personal and service led attack
- Managed people in an indirect and direct reporting structure