Nike, Inc.:
SR MGR, GC - CONSUMER SERVICE Job in Shanghai, Shanghai, China Mainland, VT
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Shanghai, Shanghai, China Mainland, VT
Full-time
About the job
This role requires:
Strategical thinking:
* Strategic planning of continuous SOP optimization and risk mitigation.
* In keep with company level strategic initiatives and realization as assigned.
Operation management:
* Lead daily L3 team operations and cross-functional coordination process, ensure on-time and in-full deliveries to support the set CS and business target achievement.
* Investigate and resolve customer complaints with a service recovery purpose.
* Pipeline and keep revamping SOP of L3 and outsourcing teams to ensure the CS operation efficiency and consumer satisfaction.
* Accurate identification of potential service risk
* Agile solution delivery of risk mitigation to balance consumer experience and business impact
* Keep constructive and task-resolve-oriented relationship with key counterparts and X-functional teams.
* Well manage and keep empower the L2 teams of all CS vendors to achieve the operation & service KPI.
System development:
* Knowledgeable of the CS CRM tools
People development:
* Set individual performance targets and career development plan, regular evaluate, feedback and communicate
* Drive team training program and individual knowledge accumulation
* Identify team talent and customize the development and skill-up plan
Key relations:
eCommerce, Marketing, Logistic, Legal, Comms, ERM, BI, BP, Field, Privacy, Membership etc.
Strategical thinking:
* Strategic planning of continuous SOP optimization and risk mitigation.
* In keep with company level strategic initiatives and realization as assigned.
Operation management:
* Lead daily L3 team operations and cross-functional coordination process, ensure on-time and in-full deliveries to support the set CS and business target achievement.
* Investigate and resolve customer complaints with a service recovery purpose.
* Pipeline and keep revamping SOP of L3 and outsourcing teams to ensure the CS operation efficiency and consumer satisfaction.
* Accurate identification of potential service risk
* Agile solution delivery of risk mitigation to balance consumer experience and business impact
* Keep constructive and task-resolve-oriented relationship with key counterparts and X-functional teams.
* Well manage and keep empower the L2 teams of all CS vendors to achieve the operation & service KPI.
System development:
* Knowledgeable of the CS CRM tools
People development:
* Set individual performance targets and career development plan, regular evaluate, feedback and communicate
* Drive team training program and individual knowledge accumulation
* Identify team talent and customize the development and skill-up plan
Key relations:
eCommerce, Marketing, Logistic, Legal, Comms, ERM, BI, BP, Field, Privacy, Membership etc.