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EMEA – NIKE DIRECT MEMBER LIFECYCLE MANAGER - ENGAGEMENT & RETENTION

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Digital
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00513302 Requisition #

NIKE Membership Experience is a new team formed in response to the business putting Members and the Membership at the centre of the business plan.  Building unbreakable Membership Relationships is our core focus, with the purpose of supporting Members in the pursuit of their sport: to Make Sport a Daily Habit.

WHO ARE WE LOOKING FOR? 

We are in search of a Consumer expert to join the EMEA Membership team in the newly created role of Member Lifecycle Manager, focused on Member Engagement & Retention. You will have expertise in, and a passion for developing membership engagement and retention strategies using a customer-centric approach and with the long-term value of the Member as the measure of success.

The role requires someone that can work comfortably across marketing, brand and commercial disciplines, and communicate well with stakeholders in these areas. You will have worked extensively in cross functional teams and be a natural influencer, able to build strong relationships, work collaboratively and with a passion for quality consumer experience.

We need someone analytical, able to interpret consumer insights and research to design and deliver solutions and propositions that drive the behaviors we seek. You enjoy working in a fast paced and complex environment, with the desire to be at the center of a massive transformation in NIKE’s Membership offense.

 

WHAT WILL YOU WORK ON?

You will be responsible for the overall engagement and retention of Nike Members, driving measurable uplift in key engagement metrics. You’ll partner with business leaders within Nike apps, website, stores, comms, partnerships, and events teams to drive significant improvements in the Member experience, wherever Members choose to engage with us, with the goal of increasing the lifetime value of Members to Nike.

You’ll partner heavily with Insights teams to identify opportunities to improve the movement of key Member segments through the engagement funnel, and work with Benefits, Marketing and Platform teams to unlock these opportunities using a test-and-learn approach for each segment.

You’ll be responsible for developing effective reporting that clearly tracks key metrics and indicators of Member engagement, ensuring the ability to report on performance of experiences, benefits, campaigns and tactics at the member, segment and business-line levels. You will monitor, influence and improve the company effectiveness in driving engagement and retention in Membership, all in the service supporting Members in Making Sport a Daily Habit.

 

WHO WILL YOU WORK WITH?

 Membership is at the centre of the NIKE business strategy, so you will be required to work with the whole of the EMEA business.

You will need to build relationships with multiple stakeholders in several functions (e.g. Marketing, Product, Platform, Commercial etc.) to ensure a consistent, member-led approach across  their strategic plans, that ultimately deliver a coherent and exceptional Member experience.

You’ll work with your Global Membership counterparts to define the roadmap of Membership capabilities and assets, and collaborate with those in other Territories to share executional learnings and insight. You’ll also partner with key Cities and Store teams to plan the Member experience at a local level.

WHAT YOU BRING TO NIKE

  • 4+ years of Membership, Loyalty or CRM Marketing experience
  • Proven track record of member-centric member lifecycle program development and hands-on delivery 
  • Evidence of consumer insight led decision making
  • Able to build the strategy, plan the delivery and execute
  • Demonstrate the ability to work collaboratively, manage diverse opinions and find synergy, driving momentum and change
  • Deep understanding of the landscape of membership programs and the levers of Membership experience.

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