Job Description

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the worlds 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. its about each person bringing skills and passion to a challenging and constantly evolving game.

From our flagship website and five-star mobile apps to social media, digital marketing and the retail store experience, our teams at NIKE Digital are reimagining how design and technology meet to serve consumers more directly and personally. We invest in cutting-edge technologies and work with the most creative people in the world. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

North America Consumer Services

Were 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 persons goal will be to innovate and look for opportunities to inspire 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 create outcomes where everybody wins for Nike and its consumers. Theyll interact with consumers, motivating them to reach their athletic goals, affirming their choice of Nike product and inspiring engagement with Digital Marketing initiatives. Theyll also work with new systems and tools and will seek ways to improve efficiency and build seamless experiences for consumers engaged with the Nike brand.

The candidate should have excellent writing skills, communication skills, a passion for customer service, and the ability to adapt and flex where needed.

If this is you, youll be working with the North America Consumer Services Social Media team. Youll help this team handle all Global English contacts for the accounts we support over Twitter, Instagram, and our Nike Apps. Youll 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. Youll participate in the development of new strategies aimed at increasing engagement, fostering community and maintaining a positive community sentiment for the Nike Brand. You'll quickly identify sensitive issues and potential customer concerns appropriate for the Nike category, PR and/or legal assistance. Youll use effective written and verbal communication skills applying sound judgment and business decisions in servicing the consumer. You will maintain an up-to-date understanding of the entire Nike product line, marketing initiatives, software services, web properties and events. In addition, you'll utilize 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 handles we support and include all Global English contacts, meaning you will be answering 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.

Youll be working in a team environment reporting to one of the Social Media Managers. Youll work with our geo teams to ensure youre 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 to Nike:

* College degree (B.A. or B.S.), preferably in communications or marketing. Educational requirement may be substituted with equivalent industry-related business experience
* 2 years experience and/or a superior knowledge in social media landscape, trends, networks and toolset
* Athletic experience
* Specialist in industry and product knowledge
* 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
* Strong business writing skills
* Strong understanding of social media communication styles
* Demonstrated initiative and ability to work independently and/or in a diverse team environment
* Capability of making sound business decisions and quickly understanding new information and situations
* Strong organizational skills and ability to prioritize a varied workload
* Demonstrated strong problem-solving skills, analytical skills and attention to detail
* Ability to reach mutually beneficial conclusions
* Strong team and customer service orientation
* Online research skills with the ability to follow and track data relevant to the brand and consumer
* Experience gathering information from various resources (i.e., computer, catalogs, customer files and correspondence)
* Ability to sit at a desk for long periods of time
* Ability to manipulate computer tools, communication devices and catalog pages
* Ability to work weekends and flexible hours
* Overnight and/or out of town travel may occasionally be required

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.