Nike Manager, Converse Shopper Insights and Experience in Boston, Massachusetts

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NIKE, Inc. does more than outfit the world's 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, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Business equals selling stuff. That’s the basic model. The more complex awesome model is creating stuff that people identify with and then you figuring out how to get it to them. We need people like you: creative, dynamic problem solvers who see it as more than business. Who see it as giving people the tools of self-expression and individuality.

Description

Converse has an extensive fleet of owned and partner retail doors around the globe, totaling over two thousand doors. Through these stores come millions of people. Further, in China, these doors represent the ONLY B&M retail experience for our brand, and in the US, they represent Converse’s largest B&M retail channel. This fleet represents the biggest and best opportunity for Converse to create unique and immersive “ moments that matter ” in the lives of our consumers and for our brand. As such they also represent a living, breathing laboratory to experiment, innovate and iterate toward truly memorable experiences. In addition to retail shopper experience and insights, this role will holistically include the analysis and interpretation of Converse.com experiences in concert with other Converse brand experiences.

The role of Shopper Experience and Insights Manager will be a pivotal role in driving the shift to a more consumer-centric approach to Converse retail. They will be the primary architect and owner of the toolkit to better understand shopper needs and desires. They will ensure that there is a continuous learning agenda to understand our ever-evolving consumer, assess our ability to deliver against shopper needs and desires, and recommend actions to continuously improve our connection and relationship with the Converse consumer.

The ideal candidate is a passionate advocate for listening to the consumer and digging deeper to truly understand motivations, desires and behaviors. They have exceptional analytical skills as well as a depth of experience in consumer insights, shopper insights, and/or customer experience.

Key Responsibilities:

  • Converse PULSE (Customer Experience) Retail Survey: Own Converse’s Retail POS survey tool, PULSE,and its evolution including the interpretation of results, identification ofinsights and action items, and regular communication to stakeholders includingretail leaders and store operations.

  • Experience and Insights Evolution: Work with Global Consumer Insights and othercross-functional leaders, to lead and champion the development of abest-in-class Shopper Experience and Insights eco-system. Review effectiveness,identify friction points, and evolve the PULSE survey on a regular cadence, tobest meet Converse needs through the identification of moments that matter.Leverage learnings from the PULSE driver study and other analyses to bedesigned, led and interpreted by you. Develop and lead innovative ways tocapture consumer feedback throughout the shopping journey, and ways tointerpret and leverage the insights.

  • Nike Collaboration: Work closely with Nike to ensure sharing ofbest practices which should flow to and from Converse and Nike. Partner withNike team to inform shared platform and reporting evolution to increaseeffectiveness.

  • Additional Shopper Insights: Beyond the PULSE survey, become the globalexpert for retail shopper insights. This will be accomplished throughleveraging the Pulse survey to test and learn, as well as identifying ad hocconsumer insights needs, frequent in-person store visits and conversations withstore managers and shoppers. Become THE shopper insights expert for Converseretail including .com.

  • Test and Learn: Work closely with the global retail team toidentify in-store test and learn opportunities. Lead the analytics testingapproach that will be used to evaluate effectiveness, drive immediate actionsand inform future strategy.

  • HolisticCX Approach: AsConverse migrates to its own .com there is the opportunity to better understandand steer the shopper experience online and instore and to begin fusing thosetwo experiences together. Work closely with Global Consumer Insights and the.com team to lead the establishment of a holistic approach to assessingcustomer experience online and in-stores as well as ensuring that theseexperiences are driving the overall brand experiences and perceptions that thebrand has set forth. Be an active participant in shaping the way that digitaland retail come together for our shoppers via relevant consumer insightsproject leadership.

Qualifications

  • Degreein a consumer or digital technology oriented field such as psychology, sociology,market research, statistics, and/or behavioral sciences preferred

  • 5+years’ experience in a role collecting & analyzing consumer insights

  • Expertiseand comfort with both quantitative data analysis as well as with unstructured,qualitative data and interpretation

  • Exceptionalanalytical skills; experienced in fusing qualitative and quantitative insights

  • Deepfamiliarity with data sources, research methods, and tools in capturingconsumer sentiment, consumer feedback, and the analysis of consumer behavior

  • Experienceproviding guidance, expertise and recommendations to senior leaders and storeteams

  • Stronghistory of partnering to use consumer feedback to shape experiences andbusiness outcomes that drive positive change and business results; experiencedriving cross functional change within rapidly evolving environment

  • Retailand/or service experience preferred

AboutYou:

  • You’reobsessed with improving consumer experiences. You focus on the consumer first.

  • You havean analytical mindset, able to work through data to get to what truly matters,without missing the forest for the trees.

  • Youknow how to tell stories with data. You understand the power of great messagingto change minds. You craft and communicate ideas with impact leveragingoutstanding written and verbal communication skills.

  • Youare a leader, innovator and subject matter expert, driving change andcontinuous improvement. You effectively influence Converse leaders on a newpath forward, when opportunities are realized.

  • You’rea team player. You’re energized by working together to solve problems and drivechange.

  • Youhave demonstrated “whole brain” strengths, that is you are equally confidentand masterful with left brain as well as right brain thinking and tasks.

  • Youare a life-long learner. The consumer insights and related space is incrediblydynamic and rapidly evolving. It is exciting … for those who love to learnsomething new everyday!

Qualifications

  • Degreein a consumer or digital technology oriented field such as psychology, sociology,market research, statistics, and/or behavioral sciences preferred

  • 5+years’ experience in a role collecting & analyzing consumer insights

  • Expertiseand comfort with both quantitative data analysis as well as with unstructured,qualitative data and interpretation

  • Exceptionalanalytical skills; experienced in fusing qualitative and quantitative insights

  • Deepfamiliarity with data sources, research methods, and tools in capturingconsumer sentiment, consumer feedback, and the analysis of consumer behavior

  • Experienceproviding guidance, expertise and recommendations to senior leaders and storeteams

  • Stronghistory of partnering to use consumer feedback to shape experiences andbusiness outcomes that drive positive change and business results; experiencedriving cross functional change within rapidly evolving environment

  • Retailand/or service experience preferred

AboutYou:

  • You’reobsessed with improving consumer experiences. You focus on the consumer first.

  • You havean analytical mindset, able to work through data to get to what truly matters,without missing the forest for the trees.

  • Youknow how to tell stories with data. You understand the power of great messagingto change minds. You craft and communicate ideas with impact leveragingoutstanding written and verbal communication skills.

  • Youare a leader, innovator and subject matter expert, driving change andcontinuous improvement. You effectively influence Converse leaders on a newpath forward, when opportunities are realized.

  • You’rea team player. You’re energized by working together to solve problems and drivechange.

  • Youhave demonstrated “whole brain” strengths, that is you are equally confidentand masterful with left brain as well as right brain thinking and tasks.

  • Youare a life-long learner. The consumer insights and related space is incrediblydynamic and rapidly evolving. It is exciting … for those who love to learnsomething new everyday!

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.

Job ID: 00408641

Location: United States-Massachusetts-Boston

Job Category: Retail Corporate, Converse I, Converse