Senior Digital Customer Experience Manager

Ralph Lauren Corporation; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading global company is seeking a Senior Digital Customer Experience Manager to enhance digital touchpoints and optimize customer journeys. This role involves strategic planning, data analysis, and collaboration with global teams to improve customer experience and drive revenue. The ideal candidate will have extensive experience in digital and ecommerce, with a strong focus on performance improvements and leadership skills.

Qualifications

• 5+ years in digital, ecommerce, or customer experience roles.
• Experience managing A/B testing programs.
• Strong knowledge of CRO principles.

Responsibilities

• Develop strategic roadmaps for Trading, UX, and Testing.
• Identify opportunities for journey optimization.
• Analyze data to inform merchandising and content strategies.

Skills

Leadership

Collaboration

Data Analysis

Customer Experience

Journey Optimization

Tools

Adobe Analytics

Contentsquare

Monetate

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 across five categories: apparel, accessories, home, fragrances, and hospitality. With over 50 years of history, Ralph Lauren's reputation and distinctive image are recognized worldwide. The company's brands 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.

At Ralph Lauren, we foster a culture of inclusion and belonging by amplifying diverse voices and perspectives. We promote talent development, education, communication, employee groups, and celebrations to ensure fairness and inclusivity for all.

Position Overview

You will partner with the Lead (Director) to develop the vision for Trading, UX, and Testing strategies, creating roadmaps aligned with these objectives. Your focus will be on placing the customer at the center of all initiatives, using data to identify opportunities across digital touchpoints. You will share knowledge with stakeholders globally to connect the dots in the consumer journey, processes, testing, and personalization.

Responsibilities include:

1. Devising strategic roadmaps and partnering with the Director on vision and tactics.
2. Identifying opportunities for end-to-end journey optimization.
3. Providing data-driven perspectives on issues impacting revenue and customer experience across all digital touchpoints.
4. Representing the business voice in projects affecting Trade and CX, from ideation to release.
5. Analyzing analytics data to inform merchandising, product, and content strategies.
6. Translating business requirements into actionable data and reporting with the CI/A team.
7. Partnering with market leadership to define strategic directions for RLE in various markets.

Experience, Skills & Knowledge

• 5+ strategic cycles in digital, ecommerce, or customer experience roles, with a proven record in journey optimization and performance improvements.
• Hands-on experience managing A/B testing programs (preferably with Monetate), from hypothesis to rollout.
• Strong knowledge of CRO principles and experience with tools like Adobe Analytics and Contentsquare.
• Ability to translate business goals into testing strategies and roadmaps.
• Experience in project delivery, UAT, and post-launch validation.
• Leadership skills in managing and developing team members.
• Excellent collaboration skills across global and regional teams.
• Ability to thrive in fast-paced, multi-project environments.
• Experience in luxury, premium retail, or transactional ecommerce is a strong advantage.