Career Opportunity
Customer Journey Optimisation & Digital Commerce Manager
Ref #:
Department:
City:
State/Province:
Location:
Pay Range Max
Pay Range Min
회사 설명
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.
포지션 개요
Ralph Lauren is looking for an experienced, self-directed and highly motivated Customer Journey Optimization Manager to own and enhance how customers interact with our brand across digital platforms. This role blends strategy, execution, and insight - leading EMEA’s experimentation programme, driving user-centric enhancements, and ensuring business initiatives are informed by clear customer and performance data.
You will collaborate with internal teams including Global Product, UX/UI, Ecommerce/Trade, and Analytics, as well as external partners, to deliver impactful improvements across the digital journey. As the regional lead for customer journey, you’ll lead UAT, uncover friction points through data, and influence cross-functional delivery to ensure customer experience and commercial goals are aligned.
필수 업무 및 책임
Digital Optimisation & Experimentation
- · Own the A/B testing roadmap for EMEA, aligning tests with business priorities, project milestones, and customer insight.
- · Use a data-led approach to identify optimisation opportunities, shape hypotheses, and deliver measurable performance improvements.
- · Collaborate with internal and external teams to build, launch, and evaluate test experiences via Monetate and other platforms, including the new front-end (FE) environment.
- · Partner with product, analytics, and personalisation teams to ensure experimentation supports wider digital capability — including technical elements like customer data flow, tagging requirements, and enabling regional 1:1 personalisation (e.g. unlocking 121 PZ).
- · Analyse test results and ensure insights are clearly communicated, actioned, and embedded across relevant teams.
Project & Release Management
- · Represent the business in customer journey-related projects, working closely with project management and product teams to ensure business objectives are accurately captured and delivered.
- · Coordinate business involvement in UAT, validating that new features align with journey expectations and meet business requirements.
- · Track post-release performance and drive follow-up actions for continuous improvement.
Strategic Collaboration
- · Work cross-functionally with internal teams such as Global Product, UX/UI, Trade, Analytics, and others to ensure experimentation and journey enhancements are strategically aligned.
- · Own key relationships on behalf of the business, acting as the central point for experimentation and customer journey coordination with internal and external global and regional stakeholders.
- · Represent the EMEA region in global forums for testing and personalisation, providing input into roadmap discussions and capability development.
Performance & Insight
- · Use tools such as Adobe Analytics and Contentsquare to identify customer friction, conversion barriers, and behavioural trends across the site.
- · Share clear, actionable insights with stakeholders and influence roadmap decisions through a test-and-learn lens.
Team Leadership
- · Manage and mentor a direct report, providing regular feedback, development planning, and ongoing coaching.
- Foster a collaborative and growth-focused culture, ensuring the team is aligned to shared goals and equipped to adapt within an evolving digital environment.
Experience, Skills & Knowledge
· 4+ strategic cycles in digital, ecommerce, or customer experience roles, with a proven track record of journey optimisation, experimentation, and performance-driven improvements.
· 2+ strategic cycles hands-on experience managing A/B testing programmes (ideally using Monetate) - from hypothesis design to launch, analysis, and rollout of insights.
· Strong working knowledge of CRO principles and practical experience using tools like Adobe Analytics and Contentsquare to drive decision-making.
· Skilled at translating business goals into clear testing strategies, project requirements, and optimisation roadmaps.
· Experience representing business needs within project delivery, UAT cycles, and post-launch validation processes.
· Comfortable with basic HTML, CSS, and JavaScript - able to build or QA simple experiences when needed.
· Proven ability to manage or mentor junior team members, with a focus on building skills, confidence, and ownership.
· Strong cross-functional collaborator, confident navigating internal and external, global and regional teams.
· Thrives in a fast-paced, matrixed environment with multiple projects and shifting priorities.
· Previous experience in luxury, premium retail, or transactional ecommerce is a strong advantage.
