Yuxiang Zhou

-Translate the company strategy into day-to-day operations for all platform customer service teams, ensuring alignment with overall goals and objectives. -Process orders, exchanges, returns, and other related claims accurately and efficiently in D365, responding to all customer inquiries within 24 hours. -Manage the day-to-day business together with team by creating a synergetic work structure for every day challenges including processes,external communication or IT infrastructure. -Proactively identify and address recurring customer service challenges. Collaborate with cross-functional teams (e.g., EC, Retail,B2B etc.) to develop and implement targeted solutions. -Collaborate with global teams to support the rollout of new initiatives and best practices to local HD teams, ensuring alignment and consistency across regions.

-Brand Storytelling & Customer Engagement Master brand ethos to deliver compelling storytelling; proactively create inclusive, passionate brand experiences through customer interactions. -Product Expertise & Solution Consulting Utilize deep product knowledge to identify customer needs and provide tailored solutions for diverse complex issues. -VM & Retail Opps Execute daily replenishment, seasonal displays, and core operations (inventory, POS, open/close procedures, loss prevention). -Team Leadership & Development Allocate FOH/BOH staff strategically; train teams on product/processes; optimize shift workflows. -Ownership & Growth Initiative Drive store projects (training/events/content), propose optimizations, foster customer connections via community/after-sales, and co-create personal development plans.

-Executed City 365 Experience Campaigns Participated end-to-end coordination of Nike City 365 events—including concept development, on-site execution, and post-event analysis—ensuring brand alignment and seamless participant engagement through cross-functional collaboration with BE, Merchants and Compliance. -Community & Campus Partnership Cultivated and maintained relationships with key city-running communities, serving for Nike SH Running Club'Run Hai Lane',and supported Tongji & Fudan University NUEC campus program. -Market Research Analysis Conducted immersion sessions with target consumers to gather actionable feedback,and collected competitive brands MKT echoes weekly. -Collaboration & Communication Partnered with internal team & external vendors to execute high-impact market activations, ensuring operational excellence and KPI achievement across City365.