Senior Director, Global Stores Training & Services

WHO YOU WILL WORK WITH

As the Senior Director, Global Stores Training & Service, you will define and lead the global strategic Training and Service vision for our in-store leadership teams and Athletes* across all Nike-owned retail stores. This role sits on the Global Stores Leadership Team, reporting into the VP of Global Nike Stores, and partners across all Geographies.

WHO WE ARE LOOKING FOR

Nike is seeking a dynamic and experienced Senior Director, Global Stores Training & Service to lead and enhance our retail excellence. This role requires strategic vision, leadership acumen, and a deep understanding of retail operations and customer service.

• Experience: Minimum of 10 years of experience in Retail leadership, strategy, training and customer service, with at least 5 years in a senior leadership role.
• Education: Requires a Bachelor's degree or combination of relevant education, experience, and training. Master's degree preferred.
• Leadership skills: Proven ability to lead and inspire teams, with exceptional communication and interpersonal skills.
• Strategic thinking: Strong analytical and problem-solving skills, with the ability to develop and implement strategic initiatives.
• Customer focus: Deep understanding of customer service principles and a passion for delivering exceptional customer experiences.
• Innovation: Creative mindset with the ability to drive innovation and continuous improvement in training programs.
• Travel: Ability to travel as needed to support training initiatives across various locations globally.

• Deliver a long-range service and training strategy to be leveraged within our Nike Retail environment across all Geographies
• Develop and operationalize the Consumer and Athlete experiences to support the Global Store strategy and key business objectives (both seasonal priorities and evergreen ones).
• Define service standards and develop key performance indicators (KPIs) to measure the effectiveness of training programs and their impact on store across all Geos.
• Define Athlete learning approach and develops Athlete training content. This includes designing and implementing comprehensive training programs that address key aspects of store operations, customer service, sales techniques and product knowledge.
• Customer service excellence: Establish and maintain high standards of customer service, ensuring every customer has a positive and memorable experience.
• Innovation and best practices: Stay abreast of industry trends and incorporate best practices into training and service strategies. This includes implementing a tech-enabled approach that can be utilized in stores to enhance training, service and selling capabilities.
• Lead and drive cross functional engagement beginning at the top of the product development cycle to in store delivery working closely with store leadership, marketing, and product teams to align training programs with business objectives.
• Global Perspective and Strong Geography partnership- Applies insights into diverse cultural/societal norms and ways of communicating to successfully partner with our Geo Retail teams to ensure consistent, excellent execution of training initiatives across our Nike Retail locations.
• Team leadership and development: Manage and mentor a team of training and service professionals, fostering a culture of continuous improvement and professional growth.