Senior Digital Customer Experience Manager

Ralph Lauren Corporation; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A premium lifestyle company is seeking a Senior Digital Customer Experience Manager to optimize the digital customer journey through data analysis and strategic roadmaps. The ideal candidate has over 5 years of experience in ecommerce, hands-on A/B testing management, and a strong understanding of CRO principles. This role involves collaboration across global teams to enhance customer experiences and revenue generation.

Qualifications

• 5+ years in digital, ecommerce, or customer experience roles with a track record of journey optimization.
• Hands-on experience managing A/B testing programs from design to insights.
• Strong knowledge of CRO principles and tools.

Responsibilities

• Develop strategic roadmap and partner with the director on tactics.
• Identify opportunities for end-to-end journey optimization.
• Manage cross-functional collaboration to impact trade and CX.

Skills

A/B testing

Customer journey optimization

Data-driven decision making

Cross-functional collaboration

CRO principles

Tools

Adobe Analytics

Contentsquare

Job description

Senior Digital Customer Experience Manager

Ref #:

W162315

Department:

Information Technology

City:

London

State/Province:

London

Location:

United Kingdom

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

You will partner with the Lead (Director) on the vision of the Trading, UX, and Testing strategies, and devise the roadmaps to align with these objectives deliver.

You will put the customer at the centre with a data lens that will identify areas of opportunity across all digital touchpoints.

Share knowledge with stakeholders – both nationally and globally – to ensure we are always connecting the dots in the consumer journey, processes, testing, and personalisation .

• Devise a strategic roadmap and partner with the Director on vision and tactics .
• Identify areas of opportunity, including end to end journey optimisation .
• Have a data-driven PoV on all issues that may impact revenue and CX across all RL digital touchpoints .
• Be the business voice on projects impacting Trade and CX, from ideation, requirements to release.
• Digest and summarise key analytics data that drives merchandising, product, and content strategy.
• Translate business requirements to the CI/A team to deliver data and reporting.
• Partner with market leadership to build strategic direction for RLE in those markets

Experience, Skills & Knowledge

5+ strategic cycles in digital, ecommerce, or customer experience roles, with a proven track record of journey optimisation, experimentation, and performance-driven improvements.

Hands-on experience managing A/B testing programmes (ideally using Monetate) - from hypothesis design to launch, analysis, and rollout of insights.

Strong working knowledge of CRO principles and practical experience using tools like Adobe Analytics and Contentsquare to drive decision-making.

Skilled at translating business goals into clear testing strategies, project requirements, and optimisation roadmaps.

Experience representing business needs within project delivery, UAT cycles, and post-launch validation processes.

Proven ability to manage team members, with a focus on building skills, confidence, and ownership.

Strong cross-functional collaborator, confident navigating internal and external, global and regional teams.

Thrives in a fast-paced, matrixed environment with multiple projects and shifting priorities.

Previous experience in luxury, premium retail, or transactional ecommerce is a strong advantage.