Ralph Lauren Digital Customer Operations Manager

Ralph Lauren Corporation; City Of London; Sur place; GBP 70 000 - 100 000; Plein temps

Résumé du poste

Ralph Lauren Corporation seeks a Digital Customer Operations Manager (12-month FTC) to improve the post-purchase customer experience across EMEA and LATAM. You will connect Digital Commerce, logistics operations and Customer Value Centre teams, translating demand and insights into actionable priorities for fulfilment, rehousing, transportation and service.

This manager-level contributor role collaborates across Distribution Centres, carrier partners and cross-functional groups to drive

Qualifications

• Customer-centric mindset with understanding of logistics impact on the digital journey.
• Ability to interpret operational data and translate insights into actions.
• Experience working with cross-functional teams including logistics, legal, and trade.
• Strong root-cause analysis skills to resolve delivery issues and prevent recurrence.
• Clear, professional communication across audiences and stakeholders.

Responsabilités

• Own the end-to-end post-purchase customer experience from order hand-off through delivery and resolution.
• Coordinate resolution of complex delivery issues with cross-functional teams to improve customer satisfaction.
• Drive improvements in fulfilment, delivery reliability, and customer outcomes through carrier performance reviews.
• Analyse logistics data by market to identify trends, root causes and opportunities for improvement.
• Identify bottlenecks in the order-to-delivery journey and drive process improvements across markets.
• Establish governance, accountabilities, and escalation routes for customer-impacting issues across functions.
• Support development of delivery dates, service levels, and market-specific logistics solutions.
• Identify cost-to-serve opportunities and reduce avoidable costs while maintaining service quality.

Connaissances

Customer-centric mindset

Analytical thinking

Stakeholder management

Problem solving

Communication

Project coordination

Continuous improvement

Description du poste

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

Please note this a 12 month FTC The Digital Customer Operations Manager is responsible for improving the post-purchase customer experience across EMEA and LATAM by connecting Digital Commerce, logistics operations and Customer Value Centre teams. Acting as the critical bridge between Distribution Centres, carrier partners, Customer Value Centres and Digital Commerce stakeholders, the role translates customer demand, order forecasts, digital initiatives and customer insight into actionable priorities for fulfilment, rehousing, transportation and customer service. This is a Manager-level individual-contributor role with cross-functional operational ownership. It does not duplicate the responsibilities of Distribution Centres, carrier partners or Customer Value Centres; instead, it connects these functions, creates shared accountability, drives continuous improvement and ensures customer-impacting issues and their underlying causes are addressed across organisational boundaries.

Essential Duties & Responsibilities

• Customer Experience & Performance: Own the end-to-end post-purchase customer experience from order hand-off through delivery and issue resolution, monitoring fulfilment, delivery and returns KPIs to identify performance gaps, customer impact and corrective actions that improve customer satisfaction (CSAT).
• Escalation & Issue Resolution: Co-ordinate the resolution of complex and customer-impacting delivery issues, working with Customer Value Centre, Distribution Centre, carrier, legal and wider business teams to achieve the right resolution, strengthen service recovery, reduce customer effort and prevent recurring issues.
• Logistics & Carrier Performance: Act as the primary connection between Digital Commerce, Distribution Centres, carrier partners and logistics and transportation teams, driving improvements in fulfilment, delivery reliability, communication and customer outcomes through customer-focused carrier performance reviews.
• Data, Reporting & Root-Cause Analysis: Analyse logistics, customer contact, complaint and carrier-performance data by market to identify trends, delivery failures, recurring issues, root causes, carrier performance gaps and opportunities for improvement. Develop and maintain reporting that provides clear visibility of delivery performance, customer-impacting exceptions, improvement actions, risks and benefits.
• Process & Continuous Improvement: Identify bottlenecks and inefficiencies across the order-to-delivery journey and drive improvements to simplify ways of working, strengthen proactive communication and service recovery, reduce repeat customer issues and embed consistent improvements across markets.
• Cross-Functional Collaboration & Governance: Establish clear governance, accountabilities, service standards and escalation routes for customer-impacting logistics issues. Partner across Digital Trading, Customer Experience, Logistics, Operations, Finance, Product, Technology, Sales, Inventory, Trade and Business Planning to prioritise improvement activity and create shared ownership of outcomes, including stock-outs, delays and customer expectation topics.
• Delivery Proposition & EDD Optimisation: Support the development and optimisation of Estimated Delivery Dates (EDD), delivery propositions, service levels and market-specific logistics solutions, exploring how these can benefit both customers and the business.
• Cost-to-Serve Optimisation: Establish a consistent view of true cost-to-serve across fulfilment, delivery, exceptions and customer-service interactions, identifying inefficiencies and opportunities to reduce avoidable costs while protecting customer experience and commercial performance.
• Customer Advocacy & Market Needs: Act as the customer advocate in logistics and operational decisions, ensuring customer expectations and local market needs are represented in regional logistics programmes, service models and priorities.
• Additional Support: Support relevant improvement projects from discovery and implementation through to tracking success measures, benefits, risks and opportunities. Provide clear recommendations and updates to leadership and ensure agreed actions are delivered and improvements are embedded consistently across markets.

Experience, Skills & Knowledge

• · Customer-Centric Mindset: Strong understanding of how logistics performance impacts the digital customer journey and post-purchase experience.
• · Analytical Thinking: Ability to interpret operational data, identify trends and translate insights into practical actions.
• · Stakeholder Management: Confident working with cross-functional teams including contact centre, logistics, transportation, legal, trade, inventory and business planning.
• · Problem Solving: Strong root-cause analysis skills with the ability to resolve complex delivery issues and prevent repeat occurrences.
• · Communication: Clear and professional communication style with the ability to explain operational issues and recommendations to different audiences.
• · Project Coordination: Experience supporting project discovery, implementation, tracking and communication of progress against agreed success measures.
• Continuous Improvement: Proactive approach to identifying process gaps, recommending improvements and supporting operational change.