Customer Service Process Manager

We are now looking for a Customer Service Process Manager to join our European Headquarters near Amsterdam, NL. The role reports to the Center of Excellence Director, Customer Operations and forms part of the Customer Operations team at Nike Europe.

In this role you will be responsible for managing the Process Improvement team. You will drive Order to Cash processes and continuous process stabilization and innovation to increase customer satisfaction, quality and productivity of the Customer Operations department. You will work closely with the territories / countries and other stakeholders inside and outside Customer Operations to ensure the best process improvements and adherence to these processes and the related policies and the right prioritization. Work in close contact with the Customer Operations management team and with the Account Operations team to support the assessment and deployment of new capabilities to the accounts.
In that role you will be responsible for :

Team Management
• Act as a leader and facilitator to teams in problem-solving, conflict resolution, coaching & mentoring.
• Focus on developing analytical skills and Process Improvement skills through on the job training / coaching and dedicated training.
• Engage with Customer Operations Management Team in the head quarters and territories to deploy the value of Center of Excellence.

Process Ownership
• Map, maintain and get cross-functional sign off on processes on all levels and integrate them with linked cross-functional strategy and process evolution.
• Work together with other process managers of other Centre of Excellence to map and maintain the total Order to Cash process and Customer Operations related processes. Govern Order to Cash process and policy adherence including KPIs for Europe Support. This might lead to testing/training/process redesign activities.
• Support Q&A from countries or other parts of the organization regarding ‘owned processes’.
• Focus on communication of process changes to the organization and clearly define transitions and implementations. Connect with Global teams / other geographies to leverage best Practices and deploy global initiatives in Western and Central Eastern Europe
• Represent EHQ point of view and capabilities needs in cross-Geo forums.

Process Improvement Initiatives
• Maintain a rolling 1 year plan with clearly defined milestones for the process improvement initiatives.
• Drive & support process improvement or initiatives that are part of the 1 year plan.
• Provide input to the overall Customer Operations 3 years plan.
• Collaborate with other process managers and department to drive planned initiatives. Maintain a prioritized list of potential process improvement initiatives and discuss these on a frequent basis with the countries and stakeholders in the rest of the organization.
• Roll out process improvements to the countries (process / training / system). Deploy LEAN methodology to the Center of Excellence team and to all the territories; leverage LEAN to define and review when need the process foundation and innovation.

To succeed in this role, you will need to have:
• A Master degree, preferably in a business discipline
• The ability to analyze, make informed decisions and earn the respect of colleagues
• An extensive Operations background with a strong understanding of supply chain and customer operations
• Excellent analytical skills coupled with an understanding of practical implementations
• Outstanding stakeholder management skills
• Leadership experience is a prerequisite, as project management, LEAN background and transition management, including training deployment
• Track Record in evidence of commitment to Quality
• Time management skills, inter-personal skills, flexibility to change, strong customer focus and technical aptitude are all important
• Strong command of English required, other European language(s) preferred.
At Nike, it’s about bringing what you have to a challenging and constantly evolving game.

Nike does more than outfit the world’s best athletes. We are a place to explore potential, obliterate boundaries, and push out the edges of what can be. We’re looking for people who can grow, think, dream and create. Every employee brings inspiration and innovation to our business and we seek achievers, leaders and visionaries.