Career Opportunity
Omnichannel Clienteling Manager
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Company Description
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
We are seeking a passionate, creative, tech savvy, and highly motivated individual to join the EMEA Clienteling team. Clienteling is a core focus for the brand, playing a pivotal role in driving customer loyalty and fuelling business growth. The EMEA Clienteling Team is rapidly expanding, setting a global standard for fostering genuine one-to-one relationships between Sales Associates and clients, enhancing top client retention, and growing the VIC client base through high-net-worth acquisition strategies.
Working in the UK office, the successful candidate will play a key role in developing the Omnichannel Clienteling strategy, managing a junior associate and collaborating with all internal stakeholders.
The successful candidate requires proven experience in Omnichannel Clienteling strategic development (from inception to fruition), expanding from bricks and mortar stores, to E-commerce, Concessions and Outlets, drawing on strong project management and cross-functional organizational skills.
Essential Duties & Responsibilities
Reporting into the Senior Clienteling Manager your key responsibilities are:
· Lead Omnichannel Strategic Planning
- Strategy Development: Support the creation of long-term strategies and roadmaps across all channels, in collaboration with key stakeholders
o Project manage the development of these strategies and support with roll out across all channels (Ralph Lauren Concessions, Outlets & E-commerce)
o In partnership with the Commercial Manager, track performance of Clienteling initiatives within each channel, evaluate KPIs, and apply learnings to optimize ROI
o Data: Collaborate with the Data Insights team to define and develop new reports and analyses that inform and support strategic planning
o Business Development: Identify and develop new business strategies within Omnichannel Clienteling to fuel Elite client development
· Project Management
o Clienteling Omnichannel Strategies: Manage the entire process of developing, implementing, and launching omnichannel strategies for client engagement, acquisition and growth
o Organization: Ensure meticulous management of project details, documentation, and timelines, seamlessly integrating technology capabilities into the existing infrastructure
o Team Collaboration: Partner with key stakeholders to ensure seamless project execution and clear, consistent communication
o Timeline & Budget Management: Drive projects to meet deadlines while staying within budget, ensuring high-quality outcomes
o Problem Solving: Proactively address challenges, offering innovative solutions to maintain project momentum
o Continuous Improvement: Identify opportunities to enhance and optimize processes, providing constructive feedback and implementing solutions
· Drive Digital Excellence and Tools Innovation
o Project planning: Scope out all requirements to enhance the existing Clienteling tool to optimize performance
o Cross-Functional Collaboration: Work with IT on solutions for new ways of working and tool development including asset management innovation
o Process Optimization: Challenge existing processes where necessary and propose new methods to drive efficiency and optimize workflows
o Industry Knowledge Enhancement: Stay on top of competitor trends and innovations in the luxury industry, share relevant news and insights with internal stakeholders
· Team Development & Culture
- Team management: Support direct report’s personal development through targeted learning and development plans and regular connects
Experience, Skills & Knowledge
- Proven track record of success in project and team management
- Highly organized and structured, with strong strategic thinking and vision, entrepreneurial mindset and leadership
- Passion and commitment to work in a fast-paced, flexible environment with a culture of collaboration, problem-solving and high quality of execution
- Good analytical skills – ability to understand Clienteling reports and their related KPIs, building learnings and proposed actions, extending to budget management and expense tracking
- Creative thinking skills and pro-activity in bringing new ideas and concepts to the table
- Excellent communication skills – ability to confidently liaise with, and present to, Senior Leads within the Ralph Lauren organization
- Strong team spirit and interpersonal skills with ability to work cross-functionally
- Fluent in English, additional languages a bonus
