Senior Digital Customer Experience Manager

Polo Ralph Lauren; London; On-site; GBP 65,000 - 90,000; Full time

Job summary

A leading company in the retail apparel sector is seeking a Senior Digital Customer Experience Manager in London. This role focuses on enhancing the customer journey through data-driven insights, strategic planning, and cross-functional collaboration. Ideal candidates will have extensive experience in digital environments and a proven track record in testing, optimization, and revenue-driven improvements.

Qualifications

• 5+ years in digital, ecommerce, or customer experience.
• Experience managing testing programs from design to rollout.
• Familiarity with data-driven decision-making.

Responsibilities

• Devise strategic roadmap for digital touchpoints.
• Identify opportunities for end-to-end journey optimisation.
• Summarise analytics data to inform strategies.

Skills

Journey optimisation

A/B testing

CRO principles

Cross-functional collaboration

Data analysis

Education

Bachelor's degree or equivalent experience

Tools

Adobe Analytics

Contentsquare

Monetate

Job description

Senior Digital Customer Experience Manager

Join to apply for the Senior Digital Customer Experience Manager role at Ralph Lauren

Senior Digital Customer Experience Manager

Join to apply for the Senior Digital Customer Experience Manager role at Ralph Lauren

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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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Retail Apparel and Fashion

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