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Ralph Lauren

Career Opportunity

Voice of Customer Associate 12 Month FTC

Ref #:

W157377

Department:

Sales & Customer Support

City:

London

State/Province:

London

Location:

United Kingdom

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.

Position Overview

 

The Voice of Customer Associate will be a strong advocate and ultimate champion for our customers. Analyse their voice and data to understand exactly what our customers need, identify opportunities to enhance their experience and maintain key VOC data points.

Essential Duties & Responsibilities

  • Work cross functionally to gather questions and communicate practical feedback to inspire change- encourage a customer first attitude.
  • Test all new initiatives that directly impact customer experience. 
  • Maintain knowledge of customer expectations through consistent competitive reviews.
  • Create & maintain all VOC dashboards (figures, behaviour, sentiment etc)
  • Responsible for real time transactional email updates to enhance customer journey. 
  • Quantify and drive resolution of customer issues from data sets provided.
  • Create & maintain VOC Systems Process Matrix and understand Ralph Lauren system integrations to be able to suggest new technologies & streamline our systems. 
  • Monitor & research our Social Media platforms with ability to translate insights into meaningful recommendations.
  • Assist in all new & ongoing projects.
  • Assist with adhoc requests.

Experience, Skills & Knowledge

  • Analytical and quantitative skills, including ability to use data and metrics to back up assumptions, develop business cases and drive improvements
  • Outstanding written English and oral communication skills, with the ability to inspire change management across the company
  • Computer literate in all Microsoft packages with the ability to learn new skills
  • High levels of numeracy, accuracy and attention to detail 
  • A passion for our brand and understands retail and general consumer buying behaviour
  • Customer centric mindset
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