Full Job Description
Become a Part of the NIKE, Inc. Team
NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.
Nike’s North America Consumer Services team is passionate about crafting opportunities to deliver outstanding consumer experiences! CS members are on the front-line, working as part of a dynamic team passionate about building unbreakable bonds with Athletes*. With a continuous focus on “getting the win” for all consumers, the CS Team is organized, nimble, able to effectively prioritize, and passionate about using their understanding of the consumer journey to build and preserve lasting brand dedication!
WHO WE ARE LOOKING FOR
We’re looking for a Social Media Specialist, who will provide a premium and motivational experience by monitoring and responding to inbound social media messages from multiple channels and categories. This person’s goal will be to innovate and look for opportunities to encourage individual athletes to reach their personal goals and become better athletes through 1:1 social conversations. They will maintain the Nike category voice and adhere to established department policy and procedures while working to build outcomes where everybody wins for Nike and its consumers. They’ll interact with consumers, motivating them to reach their athletic goals, affirming their choice of Nike product and inspiring engagement with Digital Marketing initiatives.
WHAT YOU WILL WORK ON
As part of working with the North America Consumer Services Social Media team, this role will handle all Global English contacts for the accounts we support over Twitter, Instagram, YouTube and our Nike Apps. You’ll also connect with each consumer you talk to and provide premium customer service in every interaction. Along with serving consumers, you will also provide the management team with insights gained from routine health checks of the Nike websites and social media spaces, offering feedback related to key contact drivers, hot topics, products, athletes, website information, issues and trends. You will maintain an up-to-date understanding of the entire Nike product line, marketing initiatives, software services, web properties and events. In addition, using systems and other support tools to ensure accurate responses to consumer inquiries and to capitalize on potential sales opportunities.
A typical day consists of working the social cases that come into our queues. The cases coming in are from the variety of handles we support so you can expect to answer a variety of questions. You will work each case and provide the best possible service with each interaction. You will keep track and report on any trending topics that we hear from our consumers. You will also attend weekly team meetings to stay up to date on policies and processes.
WHO YOU WILL WORK WITH
You’ll be working in a team environment reporting to one of the Social Media Managers. You’ll work with our geo teams to ensure you’re in tune with global events and launches. You’ll also work with Nike cross-functional teams to provide insight and feedback about their respective consumer communities.
WHAT YOU BRING
- Bachelors degree or higher preferably in communications or marketing; or equivalent combination of education and experience and training.
- 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 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
ENTRYLEADER: Be Empowered to Grow within Nike and Create the Future
Nike requires all applicants for this position to be vaccinated for COVID-19 as a condition of hire, unless otherwise required by law. As an equal opportunity employer, Nike will make accommodations to individuals who cannot be vaccinated in accordance with applicable law.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
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.