At a Glance
- Tasks: Enhance the post-purchase customer experience across EMEA and LATAM by connecting teams.
- Company: Join Ralph Lauren, a global leader in premium lifestyle products with a strong brand reputation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: 12-month fixed-term contract with excellent career development opportunities.
- Why this job: Make a real impact on customer satisfaction and logistics in a dynamic environment.
- Qualifications: Experience in customer service, logistics, and strong analytical skills required.
The predicted salary is between 56250 - 68750 £ per year.
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
Please note this a 12 month FTC The Digital Customer Operations Manager is responsible for improving the post-purchase customer experience across EMEA and LATAM by connecting Digital Commerce, logistics operations and Customer Value Centre teams.
Acting as the critical bridge between Distribution Centres, carrier partners, Customer Value Centres and Digital Commerce stakeholders, the role translates customer demand, order forecasts, digital initiatives and customer insight into actionable priorities for fulfilment, rehousing, transportation and customer service.
This is a Manager-level individual-contributor role with cross-functional operational ownership.
It does not duplicate the responsibilities of Distribution Centres, carrier partners or Customer Value Centres; instead, it connects these functions, creates shared accountability, drives continuous improvement and ensures customer-impacting issues and their underlying causes are addressed across organisational boundaries.
Essential Duties & Responsibilities
- Customer Experience & Performance: Own the end-to-end post-purchase customer experience from order hand-off through delivery and issue resolution, monitoring fulfilment, delivery and returns KPIs to identify performance gaps, customer impact and corrective actions that improve customer satisfaction (CSAT).
- Escalation & Issue
Resolution: Co-ordinate the resolution of complex and customer-impacting delivery issues, working with Customer Value Centre, Distribution Centre, carrier, legal and wider business teams to achieve the right resolution, strengthen service recovery, reduce customer effort and prevent recurring issues.
- Logistics & Carrier
Performance: Act as the primary connection between Digital Commerce, Distribution Centres, carrier partners and logistics and transportation teams, driving improvements in fulfilment, delivery reliability, communication and customer outcomes through customer-focused carrier performance reviews.
- Data, Reporting & Root-Cause
Analysis: Analyse logistics, customer contact, complaint and carrier-performance data by market to identify trends, delivery failures, recurring issues, root causes, carrier performance gaps and opportunities for improvement.
Develop and maintain reporting that provides clear visibility of delivery performance, customer-impacting exceptions, improvement actions, risks and benefits.
- Process & Continuous
Improvement: Identify bottlenecks and inefficiencies across the order-to-delivery journey and drive improvements to simplify ways of working, strengthen proactive communication and service recovery, reduce repeat customer issues and embed consistent improvements across markets.
- Cross-Functional Collaboration & Governance: Establish clear governance, accountabilities, service standards and escalation routes for customer-impacting logistics issues.
Partner across Digital Trading, Customer Experience, Logistics, Operations, Finance, Product, Technology, Sales, Inventory, Trade and Business Planning to prioritise improvement activity and create shared ownership of outcomes, including stock-outs, delays and customer expectation topics.
- Delivery Proposition & EDD Optimisation: Support the development and optimisation of Estimated Delivery Dates (EDD), delivery propositions, service levels and market-specific logistics solutions, exploring how these can benefit both customers and the business.
- Cost-to-Serve
Optimisation: Establish a consistent view of true cost-to-serve across fulfilment, delivery, exceptions and customer-service interactions, identifying inefficiencies and opportunities to reduce avoidable costs while protecting customer experience and commercial performance.
- Customer Advocacy & Market
Needs: Act as the customer advocate in logistics and operational decisions, ensuring customer expectations and local market needs are represented in regional logistics programmes, service models and priorities.
- Additional
Support: Support relevant improvement projects from discovery and implementation through to tracking success measures, benefits, risks and opportunities.
Provide clear recommendations and updates to leadership and ensure agreed actions are delivered and improvements are embedded consistently across markets.
Experience, Skills & Knowledge
- · Customer-Centric Mindset: Strong understanding of how logistics performance impacts the digital customer journey and post-purchase experience.
- · Analytical Thinking: Ability to interpret operational data, identify trends and translate insights into practical actions.
- · Stakeholder Management: Confident working with cross-functional teams including contact centre, logistics, transportation, legal, trade, inventory and business planning.
- · Problem Solving: Strong root-cause analysis skills with the ability to resolve complex delivery issues and prevent repeat occurrences.
- · Communication: Clear and professional communication style with the ability to explain operational issues and recommendations to different audiences.
- · Project Coordination: Experience supporting project discovery, implementation, tracking and communication of progress against agreed success measures.
- Continuous Improvement: Proactive approach to identifying process gaps, recommending improvements and supporting operational change.
Ralph Lauren Digital Customer Operations Manager in London employer: Ralph Lauren Corporation
Ralph Lauren Corporation is an exceptional employer, offering a dynamic work culture that fosters creativity and innovation in the luxury retail sector. Employees benefit from comprehensive growth opportunities, collaborative projects, and the chance to shape iconic brand environments in vibrant flagship locations. With a commitment to excellence and a supportive team atmosphere, working here means being part of a legacy that values design and craftsmanship.
StudySmarter Expert Advice🤫
We think this is how you could land Ralph Lauren Digital Customer Operations Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ralph Lauren Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ralph Lauren Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Ralph Lauren Digital Customer Operations Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ralph Lauren Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Ralph Lauren Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ralph Lauren Corporation!
How to prepare for a job interview at Ralph Lauren Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
