Director, Athlete Service

The EMEA Nike Stores Retail Operations & Services team is part of the Nike Direct Stores organization and brings together key functions to deliver the Nike Fundamentals needed for stores. It's a team composed of Athlete Service & Training, Stores Services, Fleet Activation, Store Standards & Process, and Labor Optimization. Our team embraces the Maxims – Win as a Team, and We Serve Athletes – as we work with each other, other cross-functional teams, the WHQ team, and our field teams as we deliver productivity through operational excellence and incredible and distinct service for our first line team and consumer driving the business forward.

The team obsesses the consumer experience in store through the lens of service and the training of our Firstline Athletes (employees). It is the enabler for their success in driving ambitious growth and distinction for Nike, impacting 19,000 athletes in our owned stores & partner stores in the geo. We exist to deliver retail-right programs, learning-strategies, training, and tools unlocking their ability to confidently serve our consumers, our teams, and Nike.

WHO WE ARE LOOKING FOR

You are leader who will lead a team of education/training specialists and Service experts to define, align, and drive the Athlete Service & Training strategic priorities. Demonstrating distinct Athlete (Store Employee) expertise across the Nike Stores organization, together, you will shape a portfolio of meaningful service and engagement programs and training experiences for our Athletes. This is inclusive of alignment and execution of curriculum across functions i.e. on-boarding, functional training, etc. management and execution with digital delivery tools, design and execution of virtual and IRL experiences, evolution of and execution with the Training Captain and In Store Trainer community.

You'll ensure consistency and quality of experience while taking into account the different knowledge areas including ongoing learning experiences on seasonal products, in-store services, operations, and Service. Your team will be responsible for the launch and execution of Athlete service and training playbooks for programs, experiences, and educational moments created by the global NAX team with feedback and input from your EMEA team.

You will evangelize the Service & Training space across Nike Stores and will measure and celebrate the quantitive and qualitative impact on our Athletes and the business. You drive weekly/monthly/quarterly communications to all partners to review and analyze the impact of the team's efforts, demonstrating business uplifts, CX impact, Service impact, and return on investment.

QUALIFICATIONS

• Strategic and operational cross-functional thinking with bias for actions
• Passion for Serving Athletes – Nike Stores consumers and store employees
• Ability to translate strategic visions and direction from global into effective execution with measurable impact
• Hands on experience with leading teams to deliver impactful service, training, and/or employee engagement initiatives
• Ability to use the matrix and partner with global teams to effectively deliver on strategic priorities for Athlete Service and Training
• Strategic storyteller through all forms of communications
• ​Passion for team leadership and development

WHAT YOU WILL WORK ON

Evolve, align, and implement the new Athlete Services & Training strategy and plan together with People Solutions/Business HR, Stores Functional Teams, Learning & Development, and field teams.

You will drive and power Nike Stores' Service and selling culture by launching, measuring, and sustaining our new Service Program, SOLE, across all EMEA stores including owned and partner doors.

You will engage, train, and energize our Firstline with the execution of seasonal product training, functional training, and 365 training through a combination of digital tools and IRL moments via our evolved Training Captain / In Store Training Community and in partnership with the field leadership team. You lead the team to implement engagement programs and competitions to align and reward business outcomes.

Team leadership:

• Based on Global NAX strategy and EMEA Nike stores strategy, build strategic vision for the team, ensure clarity of targets and objectives, inspire and drive team engagement critical for initiatives delivery
• Continuously develop functional expertise in Learning & Development, build Learning culture, support people development
• Drive culture of accountability, consumer experience obsession, strong retail/intuition for business, functional expertise and data driven decisions
• Operational people management

Functional leadership:

• Convert stores strategy into clear vision and set of critical initiatives
• Ensure Cross functional alignment and synchronization with Global NAX team
• Develop and ensure delivery of best in class training solutions for Nike stores teams. Focus on 360 blended learning (online/offline/instore/self-learning solutions)
• Build strong cross functional partnership to enable evolution and execution of complex service, training and engagement programs for Nike Stores
• Lead ongoing assessment of current systems landscape used for learning delivery, tracking and reporting. In collaboration with Global and Tech teams initiate and co-develop incremental improvements to optimize current solutions. Elevate learner/athlete experience, bring new reporting and data analysis capabilities
• Lead evolution and deployment of key fundamental programs for Nike stores: Athlete's onboarding, Training Captain Community, seasonal training cycle, 365 functional training, Service delivery program SOLE and etc.
• Responsible for activating in the Field via the Training Captain and In Store Trainer Community and in partnership with field leadership teams
• Measure key Service and training metrics, ensure efficiency and effectiveness of training solutions, assess and provide visibility of training impact on key business metrics (Conversion, CSAT, NPS...)

Who you will work with?

• Apart from leading the team of nine dedicated individuals (leads & specialists), you will be sitting at the center of a number of key functions:
• Close partnership with relevant Global teams NAX (Nike Athlete Experience), HR, Tech, L&D, Store operations. Key objective is to synchronize Geo strategy with Global vision, evolve portfolio of various Programs (onboarding, service training, functional training and others), and ensure excellence in execution of Global initiatives
• Partnering with the Store Operations and Services teams to drive adoption and transition management of efforts. Act as subject matter expert on Learning solutions design and execution, ensure excellent track for functional learning from onboarding to continues development to new solutions deployment
• Act as a retail expert obsessed with Athlete (store employees) experience, you will work close with extended field management team, focusing on consistent employee experience and balanced, store relevant learning solutions
• Partnering closely with HR and L&D teams in EMEA. Being close to Stores teams and having strong business understanding, you will co-develop relevant execution strategy for various Talent and Leadership development programs. Strong partnership with HR will help to build comprehensive view on Athlete experience and enable your team to drive focused training, service, and engagement initiatives.

WHAT YOU BRING

• SERVICES: you will obsess retail service to achieve service success, inspire change & bring a new 'selling approach" to our service orientation
• TRAINING: you showcase a proven track record of empowering retail teams to enhance their skills & drive for operational excellence, every day
• CHANGE & TRANSITION MANAGEMENT: it's not about the daily grind and maintaining the status quo. We are on a journey and this means you can illustrate how you brought teams through change processes as you transition them and us from great to outstanding
• STRATEGIC FUTURIST: we operate in a sophisticated matrix with multi functional partners across the business, be it global or geo level and you are an expert in bringing all the relevant partners to the right table and can show how you have elevated your functional goals through working effectively with & through other teams.
• MASTERING THE GLOBAL / GEO RELATIONSHIP: you will know how to take a global strategy, make it geo relevant and enable it through the work of your team and in the retail frontline

Applications for this role will be accepted until 24 August 2024.

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, protected veteran status, or disability. NIKE is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call and let us know the nature of your request, your location and your contact information.