Kariérní příležitosti
Customer Success Associate
Ref #:
W159627
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.
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 Customer Success Associate will play a pivotal role in ensuring that customers derive maximum value from our products or services, balancing cutting costs through optimization, with Customer Satisfaction measurements.
You will act as a customer advocate, focusing on gaining customer understanding, retention, satisfaction, and the overall success of the customer journey.
To be a Customer Success Associate you will require strong communication skills, a customer-centric mindset with the ability to proactively identify and address customer needs, and experience in providing support to maximize value from solutions.
You will act as a customer advocate, focusing on gaining customer understanding, retention, satisfaction, and the overall success of the customer journey.
To be a Customer Success Associate you will require strong communication skills, a customer-centric mindset with the ability to proactively identify and address customer needs, and experience in providing support to maximize value from solutions.
Essential Duties & Responsibilities
- Work with the Customer Experience team on regularly reviewing the customer journey and lead in solutions & recommendations based on findings.
- Create business cases, with strong Return On Investment backing.
- Assist in sign off of project SOWs & SOPs.
- Work alongside management on the VOC project roadmap, attending all meetings, driving projects forward and getting UAT & launch plans documented.
- Responsible for digital UAT & hyper care for VOC across the business.
- Responsible for working cross functionally in tracking the success of all customer centric projects & initiatives.
- Work closely with management to maintain customer success strategies and best practices.
- Communicate effectively with both internal & external managers to better understand customer needs, maximise retention and growth, and share learnings.
- Foster a culture of continuous improvement, ensuring ongoing optimisation of processes & workflows.
- Monitor customer feedback, identify issues or risks and proactively offer solutions or recommendations.
- Keep up to date with industry trends and make recommendations based on findings.
Experience, Skills & Knowledge
- Proficiency in CRM tools.
- Customer centric mindset.
- Analytical and quantitative skills, including ability to use data and metrics to back up assumptions, develop business cases and drive improvements.
- Organization skills and ability to work independently.
- 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 understanding retail and general consumer buying behaviour.
