Ralph Lauren

Client Engagement:

·       Spearhead Ralph Lauren’s New Ways of Selling initiatives, ensuring that client engagement strategies are efficient, effective, and exceed customer expectations throughout the entire experience.

·       Drive and track sales performance of Client Development team

·       Responsible for setting and supporting sales goals through strategic planning and execution.

·       Monitor and assess associate engagement with customers, leveraging reporting and metrics to optimize the client experience both in-store and through outreach.

·       Support in crafting and refining a comprehensive strategy, creating materials such as email/text response templates and standard client letters to support consistent and premium client interactions.

·       Deliver comprehensive training and coaching on company tools to Sales Professionals, ensuring effective use and alignment with sales objectives.

·       Serve as an expert on the Concierge App, providing troubleshooting support and training across all North American retail stores as needed.

·       Act as a key liaison between the Field leadership and the Marketing and Events teams, coordinating and executing corporate and store-led initiatives.

·       Manage event logistics from planning to execution, including vendor coordination, supply ordering, and cross-functional communication.

·       Collaborate with leadership to continually assess and refine selling strategies to maximize revenue.

·       Offer coaching and feedback to enhance customer service, ensuring alignment with Ralph Lauren’s standards of luxury and hospitality.

·       Facilitate training sessions on new product launches and client engagement tactics in partnership with corporate training teams.

·       Identify sales opportunities and provide actionable insights to the sales team, fostering a proactive approach to client engagement.

·       Represent the brand at events, enhancing Ralph Lauren’s presence and fostering client relationships

·       Work with management to attract, recruit, and retain a high performing client pipeline through networking and competitive shopping;

Customer Experience

·       Champion Ralph Lauren’s customer service expectations, ensuring a standardized and exceptional customer experience across all channels, including innovative services like Buy Online Ship to Store and Buy Online, Pick Up in Store.

·       Set and enforce clear client communication protocols, establishing expectations for response times and follow-up cadence both online and in-store.

·       Lead the in-store hospitality program, continuously innovating to elevate the guest experience with creative and memorable touchpoints.

·       Collaborate with the Sales Leadership Teams to ensure fluid communication and flawless execution of brand initiatives and actions to enhance the customer experience.

·       Analyzing customer feedback and sales data to identify trends and opportunities for experience enhancement.

·       Partnering with the marketing team to integrate promotional activities into the customer journey, creating a cohesive brand narrative.

·       Overseeing the implementation of technology solutions that streamline the customer experience, such as mobile apps or virtual fitting rooms.

·       Conducting regular training sessions to keep the team updated on best practices and new customer service methodologies.

·       Support operational aspect of enhancing the customers experience through POS policies and procedures.

·       Support in the development and roll-out of any clienteling and customer experience policies and procedures.

Additional responsibilities assigned as needed.