Specialist, Consumer Services Experience and Digital Content, SEA&I

WHO YOU’LL WORK WITH

The Consumer Services Specialist for Experience and Digital content will be responsible for creating content on both Nike’s internal and external communication platforms as well as providing data analysis and evaluation support to the Consumer Services team to deliver continuous service improvement to the Nike consumer.

This role will work closely with the Consumer Services Operations team and the Quality & Training team to successfully accomplish daily tasks. The successful candidate will also collaborate with cross-functional teams from departments including business, marketing, brand, and third-party vendors globally on work requests. Additionally, you are also expected to partner with the global Nike teams to adapt and implement global training and content strategies.

WHO WE ARE LOOKING FOR

As a subject matter expert, you can translate complex information into simple, polished, and engaging materials, ensuring it meets the needs of our Athletes and sets them up for success.

To succeed in this role, you are a team player, creative thinker, and driven self-starter who requires little supervision. You should also possess regional experiences and a global mindset to work with various cross-functional teams and stakeholders across the organization.

• Excellent writing, editing and communication skills. Experience in utilising content management system (CMS) will be an advantage.
• Possess an analytics mindset to analyse training needs through data mining and training surveys.
• Ability to shift gears quickly, tackling diverse departmental functions, and working with colleagues and stakeholders across different territories and timezones.
• Ability to read, write and/or translate in one or more of the following languages to create localised content will be an advantage: Malay, Chinese, Thai.
• Have a bachelor’s degree and 4 or more years of experience in editorial publishing or customer service.

WHAT YOU’LL WORK ON

In this role, you will be responsible for overseeing the content workflow on various communication platforms for both internal and external stakeholders. Your daily responsibilities include researching, writing, and editing new and existing content, as well as collaborating closely with cross-functional teams to complete work requests.

Besides content, data analysis is also part of your core responsibilities. You will review learning evaluations and quality metrics aligned with business objectives. You will lean into your ability to oversee service quality and training ensures a seamless and positive experience for our Nike consumer.

• Prepare, review, revise, and maintain internal procedural articles and documents, gathering and analysing procedural information from key stakeholders to document new or changing processes.
• Research, plan, and produce consumer-facing external articles by identifying problem areas or procedural deficiencies and proactively suggesting improvements to the team.
• Use of content management system (CMS) to manage the lifecycle of posts and articles, including draft, review, translation, and publish phases.
• Assess impacts of a service or training gaps, identify customer pain points and drive improvement initiatives through quality audits.
• Develop comprehensive training documentation that meets functional needs and organizational standards.
• Create, track, and monitor daily, weekly, and monthly reporting data and key performance indicators (KPIs).