CX Manager, CIX EMEA - London, United Kingdom
Position Overview
Ref #
W
State/Region
London
Department
Marketing
Location
United Kingdom
City
London
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
At Ralph Lauren, we are transforming how we engage customers across every stage of the customer lifecycle. We are looking for a CX Manager sitting within our EMEA CIX team to help shape and deliver customer strategies that drive retention, loyalty, trade-up and long-term customer value across EMEA.
As we continue to evolve our CX capability, this role will help bridge customer insight, strategy and execution, ensuring customer intelligence is translated into growth opportunities and more relevant, connected and commercially impactful experiences across digital and retail touchpoints.
Partnering closely with Digital Marketing channels, Ecommerce, Retail Marketing, Clienteling, Data Strategy, Customer Insights and Martech teams, you will play a key role in advancing our customer growth agenda while ensuring every interaction reflects Ralph Lauren's luxury brand ambition.
Why this Role Matters
This role will help shape the future of customer engagement at Ralph Lauren, enabling more connected, personalised and impactful experiences while supporting sustainable growth across the business. You will join a team focused on transforming how we understand, engage and grow customer relationships across EMEA.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Support the CX & CRM Lead and Senior CX Manager in shaping the EMEA Customer Experience strategy, identifying opportunities to drive customer growth, loyalty and long-term customer value.
- Identify and deliver opportunities to improve retention, repeat purchase, loyalty, trade-up and customer lifetime value.
- Alongside Customer Insights, Planning and Data Strategy Teams, translate customer insight and performance data into clear, actionable growth recommendations.
- Support the design and optimisation of customer journeys from acquisition, onboarding, engagement, retention and reactivation, partnering with Digital Marketing, Ecommerce, Retail Marketing and Clienteling to create connected omni-channel customer experiences.
- Develop and activate omni-channel customer segmentation, audience and personalisation strategies that improve relevance, performance and drive media efficiencies.
- Use customer behaviour, insight and emerging trends to identify growth opportunities and inform decision-making.
- Champion a customer-first approach across planning and activation.
- Ensure customer initiatives reinforce Ralph Lauren's luxury lifestyle ambition and customer promise.
- Champion a test-and-learn culture, developing hypotheses and structured optimisations to improve customer engagement, retention and commercial performance.
- Leverage customer intelligence, predictive insights and emerging AI-enabled capabilities to uncover growth opportunities, improve decision-making and support the adoption of innovative customer experiences.
- Build strong relationships across CIX, Marcom, Ecommerce, Retail, IT and Martech teams both in region and globally.
- Work effectively with agency and technology partners to deliver customer initiatives.
- Monitor and evaluate customer performance, identifying opportunities to improve retention, engagement, commercial outcomes and customer lifetime value, clearly communicating opportunities to stakeholders.
EXPERIENCE, SKILLS & KNOWLEDGE
- Proven experience delivering omni-channel customer experience initiatives, retention, loyalty, customer growth, lifecycle marketing strategies in a large corporation.
- Strong understanding of customer segmentation, personalisation and customer journey optimisation.
- Ability to translate customer insight and performance data into practical actions and measurable business impact.
- Confidence working with customer data, performance metrics and creating and leveraging test-and-learn frameworks.
- Strong commercial judgement, analytical thinking and problem-solving skills.
- Excellent stakeholder management, communication and presentation skills.
- Ability to manage multiple priorities and work effectively across functions in a fast-paced environment.
- Experience in retail, ecommerce, luxury or another customer-centric environment is preferred.
- Advanced PowerPoint and Excel skills, with fluent written and spoken English.
CX Manager, CIX EMEA - London employer: Ralph Lauren
Ralph Lauren Corporation is an exceptional employer, offering a vibrant work culture that celebrates diversity and inclusion while providing exciting career opportunities within a globally recognised lifestyle brand. Employees enjoy a competitive benefits package, generous discounts, and the chance to bring their authentic selves to work, all within an environment that prioritises client engagement and personal growth.
