Ref #:

W161926

Department:

Information Technology

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

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.

Essential Duties & Responsibilities

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.

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.

• 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.

Ralph Lauren

Możliwości z zakresu kariery

Customer Journey Optimisation & Digital Commerce Manager

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