Senior CRM & CX Manager, Global CIX (Mat Cover)

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.

The Consumer Intelligence and Experience (CIX) organization is focused on leveraging consumer insights and predictive analytics to drive personalized consumer experiences at scale. This team manages all aspects of market research, customer segmentation, first party data build up and consumer activation (Acquisition and Retention) along the consumer journey (Media, CRM, Clienteling), for all brands and channels across our global organization.

As part of the Global CIX organization, we are seeking an experienced, passionate and highly organised individual to join the CX Strategy function. The successful candidate will be a data literate and analytically minded individual who will help develop and deliver critical customer centric and data projects enabling the CX vision and strategy, and ensure its regional implementation and successes while elevating the Brand with a fashion and luxury sensitivity.

• Drive and deliver the roll out of initiatives supporting global CX strategy & vision.
• Manage strategic customer projects aligned to data strategy and marketing campaigns.
• Work collaboratively with regional CIX teams (EMEA, US, APAC) to ensure their regional roadmaps are aligned and prioritized against the global vision and objectives.
• Ensure full consistency and partnership across regions.
• Report back at Senior Management level on objectives, targets, projects roll out, performance and next steps.
• Ensure best practice for data use across: automation, CX, clienteling, retention initiatives and customer journeys.
• Manage and implement key CIX project workstreams and roadmaps.
• Develop our Digital passport product in partnership with IT to develop and build data requirements to advance this program.
• Manage the Marketing awareness program.
• Progressive Data Capture & Data Strategy: drive and build awareness of Ralph Lauren’s database health and opportunities for growth.
• Quarterly communication presentations and updates on existing customer data, enhance quality of data and capture fields that will support future modeling and segmentation needs.
• Drive growth opportunities leveraging data.
• Comfortable working with data and driving technical conversations.
• Data Capture: review, assess, and improve all data capture points, mechanisms, and fields.
• Support and coach a direct report in driving data usage, POCs and strategies.
• Manage a small team of two direct reports with coaching as needed.

• Advanced CRM and data strategy, CX experience, track record of using data insights to inform decisions within a retail company or relevant consulting agency, FMCG group, tech company.
• Experience of managing complex CRM project delivery in a global organization, managing multiple workstreams and resources in line with budgets and deadlines; tracking and reporting on project progress and statuses.
• Track record of working successfully in partnership with internal stakeholders and managing external suppliers.
• 7 or more full strategic cycles of experience in the same role or similar required for a position of this nature.

• Strategic thinker with vision and the ability to see/understand the big picture, develop new ideas in line with the latest data landscape and technological developments around AI, ML and automation.
• Strong Project Management, prioritization and organization skills.
• Luxury or fashion sensibility.
• Proven analytical and quantitative skills, strong attention to detail, and an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analysis.
• Excellent written, verbal, presentation, and interpersonal skills, including an ability to communicate complex concepts clearly and concisely with technical and non-technical teams across multiple business segments, including results packaging and development of management presentations.
• Team management and leadership, communications and building collaborative internal relationships.
• Strong hands-on experience working with real-world advanced analytics and data challenges and managing a complex portfolio and multiple stakeholders in a fast moving, dynamic and matrixed team and business environment.