Post-Purchase Logistics Experience Manager

Ralph Lauren

Greater London

On-site

GBP 80,000 - 110,000

Full time

6 days ago

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Job summary

Ralph Lauren is seeking a Digital Logistics Support Manager to enhance the post-purchase customer experience across EMEA and LATAM by aligning Digital Commerce, logistics operations and Customer Value Centre teams. This manager-level role connects Distribution Centres, carrier partners and Digital Commerce to translate demand and insights into actionable priorities for fulfilment and service.

The role operates as a bridge across functions, driving continuous improvement, governance and shared

Qualifications

Customer-centric mindset and strong understanding of how logistics performance impacts the digital customer journey.

Responsibilities

Own the end-to-end post-purchase customer experience from order hand-off through delivery and issue resolution.
Coordinate resolution of complex delivery issues with cross-functional teams to achieve right resolution and reduce customer effort.
Drive improvements in fulfilment, delivery reliability, and carrier performance through reviews and root-cause analysis.
Analyse logistics and customer data to identify trends, risks and opportunities for improvement and maintain clear performance reporting.
Identify bottlenecks in the order-to-delivery journey and implement proactive process improvements across markets.
Establish governance and escalation routes for customer-impacting logistics issues with multiple stakeholders.