Omnichannel Clienteling Manager

Ralph Lauren Corporation; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as part of the EMEA Clienteling team, where you will play a pivotal role in enhancing customer loyalty through innovative strategies. This dynamic position requires a blend of strategic thinking, project management, and a passion for client engagement. You'll collaborate with various stakeholders to develop and implement Omnichannel Clienteling initiatives that drive growth and foster genuine relationships with clients. If you thrive in a fast-paced, collaborative environment and are eager to make a significant impact, this role offers an exciting opportunity to shape the future of client engagement in a prestigious brand.

Qualifications

• Proven experience in Omnichannel Clienteling strategic development.
• Strong project management and cross-functional organizational skills.

Responsibilities

• Lead the development of Omnichannel Clienteling strategies.
• Drive digital excellence and optimize existing tools.

Skills

Project Management

Strategic Thinking

Clienteling

Data Analysis

Communication

Team Management

Problem Solving

Creativity

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Clienteling Tools

Data Reporting Tools

Job 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

We are seeking a passionate, creative, tech savvy, and highly motivated individual to join the EMEA Clienteling team. Clienteling is a core focus for the brand, playing a pivotal role in driving customer loyalty and fuelling business growth. The EMEA Clienteling Team is rapidly expanding, setting a global standard for fostering genuine one-to-one relationships between Sales Associates and clients, enhancing top client retention, and growing the VIC client base through high-net-worth acquisition strategies.

Working in the UK office, the successful candidate will play a key role in developing the Omnichannel Clienteling strategy, managing a junior associate and collaborating with all internal stakeholders. The successful candidate requires proven experience in Omnichannel Clienteling strategic development (from inception to fruition), expanding from bricks and mortar stores, to E-commerce, Concessions and Outlets, drawing on strong project management and cross-functional organizational skills.

Key Responsibilities:

1. Lead Omnichannel Strategic Planning
   • Strategy Development: Support the creation of long-term strategies and roadmaps across all channels, in collaboration with key stakeholders.
   • Project Management: Oversee the development and rollout of these strategies across all channels (Ralph Lauren Concessions, Outlets & E-commerce).
   • Performance Tracking: In partnership with the Commercial Manager, track performance of Clienteling initiatives within each channel, evaluate KPIs, and apply learnings to optimize ROI.
   • Data Collaboration: Work with the Data Insights team to define and develop new reports and analyses that inform and support strategic planning.
   • Business Development: Identify and develop new business strategies within Omnichannel Clienteling to fuel Elite client development.
   • Clienteling Strategies: Manage the entire process of developing, implementing, and launching omnichannel strategies for client engagement, acquisition and growth.
   • Organization: Ensure meticulous management of project details, documentation, and timelines, seamlessly integrating technology capabilities into the existing infrastructure.
   • Team Collaboration: Partner with key stakeholders to ensure seamless project execution and clear, consistent communication.
   • Timeline & Budget Management: Drive projects to meet deadlines while staying within budget, ensuring high-quality outcomes.
   • Problem Solving: Proactively address challenges, offering innovative solutions to maintain project momentum.
   • Continuous Improvement: Identify opportunities to enhance and optimize processes, providing constructive feedback and implementing solutions.
2. Drive Digital Excellence and Tools Innovation
   • Project Planning: Scope out all requirements to enhance the existing Clienteling tool to optimize performance.
   • Cross-Functional Collaboration: Work with IT on solutions for new ways of working and tool development including asset management innovation.
   • Process Optimization: Challenge existing processes where necessary and propose new methods to drive efficiency and optimize workflows.
   • Industry Knowledge Enhancement: Stay on top of competitor trends and innovations in the luxury industry, share relevant news and insights with internal stakeholders.
3. Team Management: Support direct report’s personal development through targeted learning and development plans and regular connects.

Experience, Skills & Knowledge:

• Proven track record of success in project and team management.
• Highly organized and structured, with strong strategic thinking and vision, entrepreneurial mindset and leadership.
• Passion and commitment to work in a fast-paced, flexible environment with a culture of collaboration, problem-solving and high quality of execution.
• Good analytical skills – ability to understand Clienteling reports and their related KPIs, building learnings and proposed actions, extending to budget management and expense tracking.
• Creative thinking skills and pro-activity in bringing new ideas and concepts to the table.
• Excellent communication skills – ability to confidently liaise with, and present to, Senior Leads within the Ralph Lauren organization.
• Strong team spirit and interpersonal skills with ability to work cross-functionally.
• Fluent in English, additional languages a bonus.