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- Tasks: Lead digital customer experience strategies and optimise the consumer journey.
- Company: Join Ralph Lauren, a global leader in premium lifestyle products with a rich heritage.
- Benefits: Enjoy a collaborative culture, opportunities for growth, and a focus on inclusion.
- Why this job: Be part of a dynamic team shaping customer experiences in a luxury brand.
- Qualifications: 5+ years in digital roles, strong analytical skills, and experience in A/B testing.
- Other info: Ideal for those passionate about fashion and eager to make an impact.
The predicted salary is between 43200 - 72000 £ per year.
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.
You will partner with the Lead (Director) on the vision of the Trading, UX, and Testing strategies, and devise the roadmaps to align with these objectives deliver. You will put the customer at the centre with a data lens that will identify areas of opportunity across all digital touchpoints. Share knowledge with stakeholders – both nationally and globally – to ensure we are always connecting the dots in the consumer journey, processes, testing, and personalisation.
Devise a strategic roadmap and partner with the Director on vision and tactics. Identify areas of opportunity, including end to end journey optimisation. Have a data-driven PoV on all issues that may impact revenue and CX across all RL digital touchpoints. Be the business voice on projects impacting Trade and CX, from ideation, requirements to release. Digest and summarise key analytics data that drives merchandising, product, and content strategy. Translate business requirements to the CI/A team to deliver data and reporting. Partner with market leadership to build strategic direction for RLE in those markets.
Experience, Skills & Knowledge
- 5+ strategic cycles in digital, ecommerce, or customer experience roles, with a proven track record of journey optimisation, experimentation, and performance-driven improvements.
- 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.
- Proven ability to manage 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.
Senior Digital Customer Experience Manager employer: Polo Ralph Lauren
Contact Detail:
Polo Ralph Lauren Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Digital Customer Experience Manager
✨Tip Number 1
Familiarise yourself with Ralph Lauren's brand values and customer experience philosophy. Understanding their commitment to inclusion and community will help you align your approach and demonstrate how you can contribute to their culture.
✨Tip Number 2
Showcase your experience with A/B testing and data analytics tools like Adobe Analytics and Contentsquare. Be prepared to discuss specific examples of how you've used these tools to drive customer experience improvements in previous roles.
✨Tip Number 3
Network with current or former employees of Ralph Lauren, especially those in digital or customer experience roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach.
✨Tip Number 4
Prepare to discuss your strategic vision for optimising the customer journey. Think about how you would identify opportunities across digital touchpoints and be ready to share your ideas on enhancing customer engagement and satisfaction.
We think you need these skills to ace Senior Digital Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in digital customer experience, ecommerce, and journey optimisation. Use specific examples that demonstrate your hands-on experience with A/B testing and data analysis.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the brand. Discuss how your skills align with Ralph Lauren's vision for customer experience and provide insights into how you can contribute to their goals.
Showcase Data-Driven Achievements: When detailing your previous roles, focus on quantifiable achievements. Mention specific metrics or outcomes from your work in customer experience and digital strategies that illustrate your impact.
Research the Company Culture: Familiarise yourself with Ralph Lauren's commitment to inclusion and community. Reflect this understanding in your application by mentioning how you can contribute to fostering a culture of belonging within the team.
How to prepare for a job interview at Polo Ralph Lauren
✨Showcase Your Data-Driven Mindset
As a Senior Digital Customer Experience Manager, you'll need to demonstrate your ability to analyse data and derive actionable insights. Be prepared to discuss specific examples of how you've used data to optimise customer journeys and improve performance in previous roles.
✨Familiarise Yourself with A/B Testing
Since hands-on experience with A/B testing is crucial for this role, make sure you can talk about your experience managing testing programmes. Discuss the process from hypothesis design to analysis, and be ready to share any successful outcomes that resulted from your testing strategies.
✨Understand CRO Principles
Having a strong working knowledge of Conversion Rate Optimisation (CRO) principles is essential. Brush up on the tools like Adobe Analytics and Contentsquare, and be ready to explain how you've applied these tools to drive decision-making in your past projects.
✨Demonstrate Cross-Functional Collaboration
This role requires strong collaboration skills across various teams. Prepare examples of how you've successfully worked with different departments or stakeholders to achieve common goals, especially in fast-paced environments. Highlight your ability to navigate complex organisational structures.
