CX Strategy & Growth Manager, EMEA

BoF Careers; Greater London; On-site; GBP 70,000 - 120,000; Full time

Job summary

Ralph Lauren Corporation in London seeks a CX Manager within the EMEA CIX team to shape customer experience strategies that drive retention, loyalty and lifetime value across digital and retail touchpoints.

You will partner with Digital Marketing, Ecommerce, Retail Marketing and IT, translate insights into growth opportunities, and lead omni‑channel journeys with a customer‑first mindset.

Qualifications

• Proven experience delivering omni-channel CX initiatives, retention, loyalty, customer growth and lifecycle marketing in a large corporation.
• Strong understanding of customer segmentation, personalisation and journey optimisation.
• Ability to translate customer insight and performance data into actionable, measurable outcomes.
• Confidence working with customer data, performance metrics and 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 in a fast-paced environment.
• Experience in retail, ecommerce, luxury or a customer-centric environment is preferred.
• Advanced PowerPoint and Excel skills with fluent written and spoken English.

Responsibilities

• Support the CX & CRM Lead and Senior CX Manager in shaping the EMEA Customer Experience strategy and identifying opportunities to drive growth.
• Identify and deliver opportunities to improve retention, repeat purchase, loyalty and lifetime value.
• Translate insights and performance data into clear, actionable growth recommendations with cross-functional teams.
• Design and optimise customer journeys across acquisition, onboarding, engagement, retention and reactivation with cross-functional partners.
• Develop omni-channel segmentation, audience and personalisation strategies to improve relevance and performance.
• Use customer behaviour and trends to identify growth opportunities and inform decision-making.
• Build strong relationships across CIX, Marcom, Ecommerce, Retail, IT and Martech teams regionally and globally.
• Collaborate with agencies and technology partners to deliver initiatives.

Skills

Omni-channel CX

Segmentation & Personalisation

Data-driven decisions

Test-and-learn

Commercial judgement

Stakeholder management

Multi-priority execution

Retail/ecommerce luxury

PowerPoint & Excel fluency

Tools

PowerPoint

Excel

Job description

Ralph Lauren Corporation in London seeks a CX Manager within the EMEA CIX team to shape customer experience strategies that drive retention, loyalty and lifetime value across digital and retail touchpoints.

You will partner with Digital Marketing, Ecommerce, Retail Marketing and IT, translate insights into growth opportunities, and lead omni‑channel journeys with a customer‑first mindset.