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Senior CX Manager (2 year Contract)
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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.
Positionsübersicht:
The Senior CX Manager is an integral role for customer transformation at Ralph Lauren, responsible for the development of customer-centric strategies. This role, working closely with the CRM & CX Lead, is responsible for shaping and executing strategic customer-focused initiatives aimed at optimising customer lifetime value while fostering lasting loyalty and meaningful engagement. This role will be instrumental in the management of connected journeys across the Ralph Lauren ecosystem designing data-driven, multi-channel experiences across all customer touchpoints, including:
- Digital channels (email, SMS, website, paid media, and performance marketing)
- Physical retail stores (in-store experiences, and clienteling)
- Customer support
This position will actively collaborate with key business functions such as CRM, Media, Performance Marketing, Ecommerce, Retail Marketing & Clienteling, Martech, Data Strategy and Customer Insights to ensure seamless implementation of data-driven customer experiences that fit with the Ralph Lauren Luxury Lifestyle offering.
You will be responsible for mapping customer experiences, identifying customer segmentation opportunities and analysing performance to inform data driven & innovative decisions which will feed into further optimisation and development of journeys.
This role requires a broad skill set and the right candidate will be a luxury lifestyle leader who is a strategic thinker, creative, enjoys problem solving and always want to push boundaries.
Grundlegende Aufgaben und Verantwortlichkeiten:
· Support the strategic planning, test & learn development and execution of Lifecycle and customer retention programs across Ralph Lauren direct to consumer (DTC) channels across 83 EMEA markets and 4 DTC channels (Ralph Lauren Retail Stores [RLS], Ralph Lauren Ecommerce [RLE], Polo Retail Outlet [PRO] & Digital Outlet).
- Develop and execute comprehensive customer experience strategies
- Drive initiatives to optimise customer lifetime value, foster customer loyalty and meaningful engagement
- Utilise data insights to inform strategic decision-making and deliver high-impact personalised experiences fueled by AI models
· Work with Customer Insight / Research Teams to understand customer behaviours, facilitating customer experience mapping across DTC touchpoints
- Develop comprehensive customer segment profiles to create segment-specific strategies
- Leverage AI to identify Next Best Action informing customer contact strategy to ensure optimal communication on the right channel, at the right time
· Push innovation with support of third-party agencies & Tech vendors, to deliver best in class customer journeys
- Support the CRM & CX Lead in new tool discovery and implementation, from aligning requirements to participating in Vendor demonstrations ensuring end to end customer experience perspective is shared
- Manage, coach, lead and inspire 2x direct reports ensuring team members have clear goals & objectives and are working effectively through clear delegation.
Erfahrung, Fähigkeiten & Kenntnisse:
· Minimum of 5 full strategic cycles of experience within a CX / Customer Strategy / Marketing Consultancy role with general knowledge of digital and offline Marketing (within the Fashion or Luxury industry preferred)
· Strategic thinker with proven experience developing impactful multi-channel customer strategies
· Leadership experience, building and developing high performing teams
· Ability to partner cross-functionally with both internal and external (3rd party agency) teams
· Build strong partnerships with senior stakeholders to influence strategic decisions and communicate effectively at all organisational levels to gain buy-in and support
· Excellent project management and communication skills including the ability to influence stakeholders
· Analytically minded
· Data and insight driven
· Ability to work well collaboratively and independently under pressure, in a fast-paced environment. Applying analytical thinking to solve complex problems and take initiative in identifying and implementing solutions
· Move with urgency, working at a fast pace, adjusting to business needs and changes and ensuring flexibility is key in everything you do
· Ability to make informed decisions that drive business value
· Strong affinity with the Ralph Lauren or luxury brands
· Strong awareness of current trends, Retail Market conditions with the ability to recognise game changing innovations and introduce relevant capability improvements
· Lead with Digital, working with innovation at the centre of everything we do, thinking outside the box and constantly pushing boundaries
· One Team Focused on the Consumer, ensuring that the customer is at the forefront of all decisions
· Strong organisational skills & attention to detail
· Passion for fashion retail as well as customer, brand and digital marketing strategy
· Creatively minded
· Excellent communication skills, both verbal and written
· Advanced Excel & PowerPoint skills
· Proficient in English
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