As our Global Member Services capability begins to move from strategy to execution,we have tremendous opportunity to shift our mindset, behaviors and outcomes in the Japan geography to catalyze the next phase of growth. To lead and accelerate this new capability and shift, we are looking for a Director of Member Services to lead and execute the integrated membership offense in the geography, partnering with key brand, category and Direct to Consumer teams to deliver a personal, seamless and premium journey across all member touch points.
From digital (Nike.com, mobile apps) to retail and consumer services to events, the Director of Member Services will serve as the ultimate champion of the member experience in Japan. He/she will drive the offense to ensure we maximize the value for the member while delivering the membership goals for the geography, including new member sign up, engagement, revenue, retention and advocacy.
To achieve these brand and business objectives, this role will also represent the Japan geography as part of the Global Member Service Leadership team, developing functional excellence in critical membership and service domains. With tight alignment to the overarching Global Program/Framework, he/she will orchestrate the team as we establish and scale the Japan member offering, enabling a Go-T-Market plan for Member Services inside Japan that integrates with and works across key geography timelines and processes.
Desired Skills and Experience
Four year University degree.
Minimum 10 years' experience in relationship management with brands that have an excellent track record of consumer relationship programs and building.
Strategic ability to work across complex functional teams to drive integration.
Ability to develop marketing and membership development programs to drive consumer loyalty and acquisition.
Excellent written and verbal communication skills in both Japanese and English including presentations on complex business issues (minimum TOEIC 850+).
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