Senior CRM & CX Manager, Global CIX (Mat Cover)

Ralph Lauren; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading company in the luxury sector is seeking a Senior CRM & CX Manager to drive customer experience strategy. This role involves managing complex data-driven projects, collaborating internationally, and ensuring alignment with the brand's vision. Ideal candidates will have extensive experience in CRM and analytical skills, coupled with a luxury sensibility. This position is vital for enhancing customer engagement and leveraging insights to maximize marketing effectiveness.

Qualifications

• 7+ years experience in advanced CRM and data strategy.
• Experience managing complex CRM projects in a global organization.
• Strong analytical skills with attention to detail.

Responsibilities

• Manage strategic customer projects aligned with data strategy.
• Drive and deliver key projects supporting the global CX vision.
• Collaborate with regional CIX teams to align objectives.

Skills

Project Management

Data Analytics

Customer Experience Management

Collaboration

Communication

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 include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps, among others. These constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we aim to unite and inspire our communities by amplifying voices and perspectives to foster a culture of belonging, inclusion, and fairness for all. We promote a culture of inclusion through Talent, Education & Communication, Employee Groups, and Celebration.

Position Overview

Job Title: Senior CRM & CX Manager, Global CIX (Maternity Cover)

Location: London

Ralph Lauren has grown from a collection of ties into a global brand redefining American style. The Consumer Intelligence and Experience (CIX) organization leverages consumer insights and predictive analytics to create personalized experiences at scale. This team manages market research, customer segmentation, first-party data buildup, and consumer activation across all brands and channels worldwide. We are seeking an experienced, organized individual to join the CX Strategy team, focusing on developing and delivering customer-centric data projects aligned with the brand's vision, ensuring regional implementation and success while maintaining a fashion and luxury sensitivity.

Essential Duties & Responsibilities

• Drive and deliver the rollout of initiatives supporting the global CX strategy and vision.
• Collaborate with regional CIX teams (EMEA, US, APAC) to align regional roadmaps with global objectives, ensuring consistency across regions.
• Report to senior management on objectives, project rollout, performance, and next steps.
• Establish best practices for data use across automation, CX, clienteling, retention, and customer journeys.
• Manage key project workstreams such as developing the Digital Passport with IT, managing the marketing awareness program, and driving data capture and strategy improvements.
• Support and coach a team of two direct reports, fostering data usage and strategy development.

Experience, Skills & Knowledge

Previous Experience:

• Advanced CRM and data strategy, CX experience, with a track record of using data insights in retail, consulting, FMCG, or tech sectors.
• Experience managing complex CRM projects in a global organization, leading multiple workstreams and resources within budgets and deadlines, and working effectively with stakeholders and external suppliers.

Person Specification:

• Strategic thinker with a vision for integrating AI, ML, and automation into data landscapes.
• Strong project management, prioritization, and organizational skills.
• Luxury or fashion sensibility.
• Proven analytical skills, attention to detail, and ability to use data for decision-making and root cause analysis.
• Excellent communication skills, capable of conveying complex concepts clearly to technical and non-technical audiences.
• Leadership and collaboration skills, with experience managing stakeholders and teams in dynamic environments.