Customer Journey Optimisation & Digital Commerce Manager

TN United Kingdom; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Customer Journey Optimization Manager to enhance digital interactions and drive user-centric improvements. This role involves leading A/B testing initiatives, collaborating with cross-functional teams, and utilizing analytics to inform strategies. The ideal candidate will have a strong background in digital marketing, a passion for optimizing customer experiences, and the ability to thrive in a fast-paced environment. Join a dynamic team dedicated to enhancing customer journeys and achieving strategic goals in the luxury retail sector.

Qualifications

• 4+ years in digital or ecommerce roles focused on customer journey optimization.
• Experience managing A/B testing programs and using analytics tools.

Responsibilities

• Own the A/B testing roadmap for EMEA, aligning tests with business priorities.
• Utilize data-driven approaches to identify optimization opportunities.

Skills

Customer Journey Optimization

A/B Testing

Data Analysis

Digital Marketing

Collaboration

Tools

Monetate

Adobe Analytics

Contentsquare

Job description

Position Overview

Ralph Lauren is seeking an experienced, self-motivated Customer Journey Optimization Manager to oversee and enhance customer interactions across digital platforms. This role involves strategy, execution, and insights, including leading the EMEA experimentation program, driving user-centric enhancements, and ensuring business initiatives are guided by customer and performance data.

The manager will collaborate with internal teams such as Global Product, UX/UI, Ecommerce/Trade, and Analytics, as well as external partners, to improve the digital journey. As the regional lead, responsibilities include UAT, identifying friction points through data analysis, and aligning customer experience with commercial objectives.

Key Responsibilities

1. Own the A/B testing roadmap for EMEA, aligning tests with business priorities and customer insights.
2. Utilize data-driven approaches to identify optimization opportunities, formulate hypotheses, and implement measurable improvements.
3. Collaborate with teams to build, launch, and evaluate test experiences using Monetate and other platforms, including the new front-end environment.
4. Partner with product, analytics, and personalization teams to support digital capabilities, such as customer data flow, tagging, and regional personalization.
5. Analyze test results, communicate insights clearly, and ensure actions are embedded across teams.

Project & Release Management

1. Represent the business in customer journey projects, working with project management and product teams to meet objectives.
2. Coordinate business involvement in UAT to ensure features meet journey expectations and requirements.
3. Monitor post-release performance and drive continuous improvement actions.

Strategic Collaboration

1. Work cross-functionally to align experimentation and journey enhancements with strategic goals.
2. Manage key relationships for experimentation and customer journey coordination regionally and globally.
3. Participate in global forums, providing input on testing and personalization roadmaps.

Performance & Insight

1. Use analytics tools to identify friction points, barriers, and behavioral trends.
2. Share insights with stakeholders and influence roadmap decisions with a test-and-learn approach.
3. Manage and mentor team members, fostering a collaborative and growth-oriented culture.

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 experience with analytics 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.
• Proven mentoring skills and ability to collaborate across teams.
• Ability to thrive in a fast-paced, matrixed environment.
• Experience in luxury or premium retail ecommerce is advantageous.