Senior Digital Customer Experience Manager

Ralph Lauren; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading luxury brand seeks a digital strategist to drive customer experience and optimization strategies across all digital platforms. The role involves collaborating globally to enhance the consumer journey through data-driven insights and hands-on management of A/B testing initiatives. Candidates should have extensive experience in ecommerce roles within the premium retail sector and be adept at translating business goals into actionable strategies.

Qualifications

• 5+ years in digital, ecommerce, or customer experience roles.
• Proven track record of journey optimization and performance improvements.
• Hands-on experience managing A/B testing programs.

Responsibilities

• Devise strategic roadmap with the Director.
• Identify opportunities for end-to-end journey optimization.
• Summarise analytics data for merchandising and content strategy.

Skills

Customer experience

Data-driven decision-making

Journey optimization

A/B testing

Cross-functional collaboration

Tools

Adobe Analytics

Contentsquare

Monetate

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
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.

Essential Duties & Responsibilities

•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.
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