At a Glance
- Tasks: Shape and deliver customer strategies to enhance loyalty and long-term value.
- Company: Join Ralph Lauren, a global leader in premium lifestyle products.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and luxury brand ambition.
- Why this job: Transform customer engagement and create impactful experiences across EMEA.
- Qualifications: Experience in omni-channel customer initiatives and strong analytical skills.
The predicted salary is between 51750 - 63250 £ 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
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 Power Point and Excel skills, with fluent written and spoken English.
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Ralph Lauren CX Manager, CIX EMEA in 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.
StudySmarter Expert Advice🤫
We think this is how you could land Ralph Lauren CX Manager, CIX EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ralph Lauren. 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 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 CX Manager, CIX EMEA 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:Your cover letter is your chance to shine! Tell us why you want to work at Ralph Lauren 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!
How to prepare for a job interview at Ralph Lauren
✨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.
