Customer Journey Optimisation & Digital Commerce Manager

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Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing, and distribution of premium lifestyle products across five categories: apparel, accessories, home, fragrances, and hospitality. With over 50 years of history, Ralph Lauren\’s reputation and distinctive image have been built across an expanding range of products, brands, and international markets. Our brands include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps. We are committed to fostering a culture of inclusion, belonging, and fairness through talent development, education, communication, employee groups, and celebrations.

Position Overview

We seek an experienced, self-motivated Customer Journey Optimization Manager to oversee and improve customer interactions across our digital platforms in the EMEA region. This role combines strategy, execution, and insights—leading experimentation programs, enhancing user experience, and aligning business initiatives with customer and performance data. You will collaborate with global and regional teams, manage UAT processes, analyze data to identify friction points, and ensure alignment with customer experience and commercial objectives.

Essential Duties & Responsibilities

1. Digital Optimization & Experimentation
   • Manage the A/B testing roadmap for EMEA, aligning tests with business priorities and customer insights.
   • Identify optimization opportunities using data, formulate hypotheses, and implement performance improvements.
   • Collaborate with teams to develop, launch, and evaluate tests via Monetate and other platforms, including front-end environments.
   • Work with product, analytics, and personalization teams to support digital capabilities like customer data flow and regional personalization.
   • Analyze test results, communicate insights, and embed learnings across teams.
2. Project & Release Management
   • Represent the business in customer journey projects, ensuring objectives are met.
   • Coordinate UAT processes, validating new features against journey expectations.
   • Monitor post-release performance and drive continuous improvements.
3. Strategic Collaboration
   • Work cross-functionally to align experimentation and journey enhancements with strategic goals.
   • Manage relationships with internal and external stakeholders, acting as the central point for experimentation and journey coordination.
   • Participate in global forums, providing input into testing and personalization roadmaps.
4. Performance & Insight
   • Utilize tools like Adobe Analytics and Contentsquare to identify friction points and behavioral trends.
   • Share insights and influence decision-making using a test-and-learn approach.
5. Team Leadership
   • Manage and mentor a direct report, fostering skill development and growth.
   • Promote a collaborative, growth-oriented team culture aligned with shared goals.

Experience, Skills & Knowledge

• 4+ years in digital, ecommerce, or customer experience roles with a focus on journey optimization and experimentation.
• 2+ years managing A/B testing programs, preferably with Monetate.
• Strong knowledge of CRO principles and tools like Adobe Analytics and Contentsquare.
• Ability to translate business goals into testing strategies and roadmaps.
• Experience in project delivery, UAT, and post-launch validation.
• Basic HTML, CSS, and JavaScript skills for building or QAing experiences.
• Proven leadership in managing or mentoring team members.
• Excellent cross-functional collaboration skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Experience in luxury or premium retail ecommerce is a plus.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Sales and Business Development
• Industries: Advertising Services

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