Ralph Lauren Senior CRM Manager FTC 12 months

Ralph Lauren; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading premium lifestyle brand is seeking a Senior CRM Manager for maternity cover. This role is pivotal in driving the CRM strategy across multiple channels and markets, leading a team of managers, and contributing to customer engagement and retention. Ideal candidates should possess substantial team management experience, a proven background in implementing successful CRM strategies, and strong analytical skills. The position is based in Greater London, offering a unique opportunity to work in a collaborative environment.

Qualifications

• Substantial experience managing a high performing team within Email or CRM.
• Proven track record in successful CRM strategies.
• Exceptional project management skills.

Responsibilities

• Drive EMEA DTC CRM strategy across 83 markets.
• Lead and develop a team of CRM Managers.
• Manage CRM channel revenue targets and P&L responsibilities.

Skills

Team management

CRM strategy development

Project management

Analytical skills

Technical expertise in email and CRM

Communication skills

Customer-centric approach

Job description

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

The Senior CRM Manager FTC (Maternity Cover) will lead Ralph Lauren EMEA's Direct-to-Consumer (DTC) CRM strategy across email, SMS, WhatsApp, and direct mail channels. This role drives customer acquisition, retention, and engagement strategies while ensuring brand elevation across all touchpoints. Working closely with the wider CRM & CX team, this position is responsible for developing data-driven campaigns, overseeing a high-performing team, and delivering revenue targets across the EMEA region. The role combines strategic leadership with operational excellence to create innovative, personalised customer experiences that drive business growth and long-term customer value.

Essential Duties & Responsibilities

• Drive EMEA DTC CRM strategy across 83 markets and 4 business units
• Lead and develop a team of 2 CRM Managers (wider team of 11)
• Manage CRM channel revenue targets and P&L responsibilities
• Develop and execute personalised CRM campaigns across owned channels
• Oversee customer segmentation strategies
• Drive AI-powered personalization initiatives
• Ensure brand elevation across all customer touchpoints
• Monitor and optimise channel performance
• Oversee experimentation and optimisation programs
• Track database health and identify growth initiatives
• Partner with teams across the business to develop CRM strategies aligned to business & customer goals: Retail, Ecomm, CX, Marketing Planning, Data Strategy, Legal teams.
• Manage and develop relationships with third-party agencies
• Support new tool implementation and vendor selection

Experience, Skills & Knowledge

• Substantial experience managing a high performing team within Email, CRM or Customer Marketing role.
• Proven track record in developing and executing successful CRM strategies.
• Exceptional project management skills with proven ability to prioritise, delegate and deliver multiple initiatives simultaneously.
• Data-driven decision maker with strong analytical and problem-solving capabilities.
• Strong technical expertise in email, SMS, WhatsApp, and direct mail channels.
• Experience managing CRM P&L and revenue targets.
• Experience working in Retail / luxury industry preferred.
• Proven communication skills with ability to influence and present to all levels of the organisation whilst being adaptable and resilient to navigate changing priorities.
• Strong business acumen with customer-centric approach, whilst being Adaptable and resilient with ability to navigate changing priorities.
• Demonstrated success in managing, motivating and developing high-performing teams through strong leadership and coaching.
• Experience with AI-driven personalization and customer segmentation strategies.
• Strong background in retail/luxury industry preferred.
• Track record of managing multiple stakeholders and third-party vendors.
• Experience working in a fast-paced environment, managing large customer databases and omni-channel CRM communication planning.
• Collaborative team player with experience in hybrid/remote working environments.
• Proactive self-starter with attention to detail and quality standards.