Career Opportunity
Senior Clienteling Manager 1:Many, APAC
Ref #:
W177186
Department:
Retail
City:
Tsim Sha Tsui
State/Province:
Kowloon
Location:
Hong Kong
Pay Range Max
Pay Range Min
Company Description
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
The Senior Manager, Clienteling (1:Many / CRM), APAC is responsible for leading the regional CRM and lifecycle engagement strategy across APAC markets. The role owns scalable, data-driven customer engagement at scale, driving retention, frequency, lifetime value, and omnichannel engagement while ensuring luxury standards and local relevance across diverse APAC markets.
Essential Duties & Responsibilities
Key Responsibilities
- Define and lead the APAC CRM and 1:Many clienteling strategy aligned to global CIX frameworks and APAC commercial priorities
- Develop annual CRM and lifecycle plans aligned to brand calendars, trading moments, and lifecycle needs
- Own regional lifecycle strategies across acquisition, onboarding, retention, reactivation, and churn prevention
- Oversee CRM channel performance across Email and regional platforms (e.g. LINE, Kakao)
- Define standards for segmentation, targeting, frequency, testing, and personalisation
- Establish and track CRM KPIs to ensure measurable commercial impact and ROI
- Design and optimise end-to-end customer journeys across digital, retail, and clienteling touchpoints
- Champion test-and-learn culture across creative, messaging, offers, and orchestration logic
Customer Experience & Journey Orchestration
- Ensure CRM engagement complements 1:1 clienteling and omnichannel experiences
- Partner with Retail, E-Commerce, and Clienteling (1:1) teams to align journeys and touchpoints
- Ensure consistency of luxury brand standards across all CRM interactions
Data, Personalisation & AI Enablement
- Partner with Data & Analytics teams to evolve segmentation models, triggers, and predictive scoring
- Drive adoption of AI-enabled personalisation including dynamic content and automated journeys
- Influence the APAC CRM and MarTech roadmap covering CDP, ESP, and orchestration tools
- Ensure data quality, governance, and compliance standards across CRM activities
Market Enablement & Governance
- Develop regional CRM playbooks, frameworks, and governance models
- Enable markets while preserving local flexibility and cultural relevance
- Review market performance, share best practices, and drive continuous improvement
Leadership & Cross-Functional Collaboration
- Lead and develop regional CRM and 1:Many clienteling team members where applicable
- Partner with Clienteling (1:1), Retail, Marketing, E-Commerce, Planning, Data, and IT teams
- Act as senior regional advisor to markets on CRM and lifecycle engagement
Experience, Skills & Knowledge
- 8–12+ years experience in CRM, CX, lifecycle marketing, loyalty, or client engagement roles
- Regional or multi-market APAC experience preferred
- Strong experience managing CRM platforms, CDPs, and customer data environments
- Proven track record delivering commercial impact through CRM and personalisation
- Strategic mindset combined with strong execution discipline and stakeholder influence
- Candidates with less experience can be considered as Manager
