Nike

Expansion of my previous scope overseeing Social and App service and engagement operations, additionally leading our digital consumer service experience across Get Help and Service entry points.

Global Director Consumer Experience Operations (Social, Apps, Consumer Service Experience)

A group of employees whose insights can be tapped into for feedback on NIKE Inc. initiatives or products for caregivers.

Nike Families - Care Council Member

-Act as main point of contact for all Social Media Engagement and Service touch points, strategies and operations, extending to external partners (i.e. Social Platforms and Social Capabilities Leaders). 
-Accountable for setting social engagement goals and service levels - and monitoring progress towards those goals.
-Defines opportunities for new investments in support of Social Engagement strategies and operations, in partnership with Social Innovation and Activation.
-Collaborate and form relationships across cross-functional partners in geo, marketing and across the enterprise. 
-Social Media Service Experience Design- creating innovative engagement strategies to increase brand affinity and member recruitment and retention.
-Create and manage sustainable and successful working models with key partners in the social space: Platform Innovation, Marketing Activation, Comms, Legal, Privacy, Product, Tech, Brand Storytelling, Brand Safety, Nike Intelligence Center, etc. 
-Set policies, processes, and best practice for Engagement operations. 
-Develop playbooks, operational success definitions and capability mapping - empower global operation teams to deliver effective, efficient and high-quality service and engagement across all social media platforms in alignment with brand objectives and marketing goals
-Partner with Operating teams to define best working models, ensure talent development and retention and build for business growth. 
- Global Service Experience Strategy for All Nike Apps - ensuring forward thinking and industry leading support for Nike's apps
- Design Innovative and Impactful Consumer Experiences Across Multiple Digital Platforms (Example: .SWOOSH)
- Increase Revenue and Member Conversion within Nike's Social Communities
-Lead social moderation strategy and process to ensure brand-right, consumer-safe experiences across our social platforms.

Global Director of Social Engagement & Service Operations

- Social Media Service Experience Design and Strategy for Global Social Platforms
- Operational Best Practice and Management of Global Social Media Teams
- Lead Innovation Efforts in Social Space to Enhance Consumer to Brand Affinity and Relationship
- Design Innovative and Impactful Consumer Experiences Across Multiple Platforms
- Increase Revenue and Member Conversion within Nike's Social Communities
-Lead Teams in Four Geographies, to Bring Relevant and Culturally-Right Experiences to Life

Global Director of Social Support and Expert Services

- Act as key point of contact for all Global Digital Commerce (GDC) teams with a focus on Running, Women's Training and Expert Services and to understand consumer experiences and impacts.
- Act as a key point of contact for all Brand Category and Corporate Responsibility partners where dedicated support is offered.
- Monitor support CS KPIs to identify trends requiring attention; elevate issues to responsible functional teams for issue resolution.
-Coordinate and lead key cross functional team efforts for key product or category initiative launches
- Identify and develop relationships with resources and content owners across organization.
- Attend and participate in cross functional meetings representing CS and Voice of the Consumer 
- Responsible for creating and developing enhanced service strategy and implementation plan.
- Responsible for proactively driving continuous process improvement.
- Develop and manage detailed CS project plans and related change management requests through implementation with Global CS Center of Excellence Leadership and Operations team.

Senior Global Category Partnership Manager:  Nike Women, Nike Running and Expert Services

-Oversee the Women's Training, Running, Nike+, Skateboarding, FBAT (Football, Baseball & Athletic Training) social media support businesses
-Enable consumer interaction with the Brand via Facebook, Twitter, various Apps, Instagram and Amazon.com
-Design global workflows to enable social support and engagement across global social platforms and accounts
-Innovate new Listen and Respond social strategies to enable athletes and build Brand affinity
-Refine our social "voice"
-Define social excellence and ensure adherance to KPI goals
-Coach the social media support team

Social Media Area Manager

Establish and maintain the relationship between consumers and the brand by providing a timely and relevant response in the social space. 

Lead a team of 8 to provide coverage to many social networking channels. 

Maintain a pulse on conversation about the brand.

Respond as Nike Running on various social channels.

Nike Running Social Media Lead

Manage and support nikerunning.com, a global marketing website. 

Concept and produce content ranging from video to photography. 

Planning, organizing, producing digital marketing campaigns with emphasis on community engagement and brand representation.

Associate Digital Producer Running

-Aided in project management
-composed public relations stories for the Nike intranet
-assisted in a complete analysis of the Nikemedia.com website
-aided in creation of a Nike social media policy
-contributed to marketing campaigns
-participated in a variety of detail-oriented tasks

Corporate Communications Intern

Chief

I’ve just joined Chief, a private network built to drive more women into positions of power and keep them there. Chief is the only organization specifically designed for the most powerful women executives to strengthen their leadership, magnify their influence, and pave the way to bring others with them.

CHIEF member

My house

Simultaneously performed my day job as a Director at Nike and delivered top-notch results, while also caring for a baby and toddler during a global pandemic.

- Performed regular risk assessments for health and safety
- Provided emotional guidance and wellbeing
- Administration of daily calendar updates and meeting coordinator
- Supplies sourcing - specializing in Covid Rapid Tests
- Navigated extreme ambiguity
- Prioritization of many, many tasks
- Budget management 
- Event planning of daily activities and team enrichment
- Nutrition and meal planning
- Education curriculum creator
- Facilities and daily cleanliness checks
- Catering
- Workplace design based on employee need
- Development of physical activity programming
- Instituted strategies for morale and mental health
- Transportation provider

Working Pandemic Parent

Oregon State University

Compile Statistics, provide accurate information to the media, maintain osubeavers.com with up-to-date information, interview athletes and coaches, provide office assistence and compose press releases concerning all Oregon State University athletic teams.

Athletics Communication Intern

Oregon Gymnastics Academy

Faciliated the instruction of fundamental gymnastics to children of all ages. Supervised a staff of 13 coaches for a gymnastics summer camp, maintaining organization and safety.

Coach and Staff Supervisor

The Daily Barometer

I covered a variety of OSU athletic events writing previews, recaps, reviews, columns and profile pieces (76 articles total).

Sports reporter

KBVR radio

Narrated play-by-play analysis of Oregon State gymnastics meets, broadcasted on KBVR radio.

Sports Broadcaster

I strive to be the type of leader who sets up my team so that my ceiling becomes their floor. I aim to leave a legacy of betterment in everything I do - from the operational excellence by which we win in the market, to the cultures that we create that ensure all feel welcome and cared for. 

A competitive gymnast for 16 years, there is very little that scares me. I have centered my career around creating new methodologies and platforms to build relationships between brand and consumer, coach and athlete. With over 15 years of experience in the sport industry, I have set a goal to help serve athletes with the tools, product and inspiration to make them better. I have coached teams of athletes and career professionals of up to 100 people strong, in countries all over the world. When your team is motivated, healthy and enabled with the tools they need to succeed, you win.

Some working parent math. 

After the pre and post work chaos of getting everyone out of and back in the door, feeding and bathing everyone and making it through sports and homework, most working parents are lucky to get a whopping hour to 45 minutes of quality time with their children per day. 

1 hour x 5 days a week x 50 weeks a year (assuming vacation) = 250 hours per year Monday through Friday. 

250 hours x 18 years = 4,500 hours of quality time over the course of a child’s youth, five days out of the week. 

That’s it. 

So if you ask me, when we talk about our most finite resource, that’s it.

Sami Unrau

Global Director Consumer Experience Ops (Social, Apps, Consumer Service Experience) | NIKE FAMILIES - CARE COUNCIL | Views are my own and do not reflect that of my employer

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