Ralph Lauren Senior Clienteling Manager 1:Many, APAC

BoF Careers; Hong Kong; On-site; HKD 900,000 - 1,700,000; Full time

Job summary

Ralph Lauren Corporation in Hong Kong seeks a Senior Manager, 1:Many / CRM, APAC to lead regional CRM and lifecycle engagement across APAC markets, delivering data-driven customer engagement at scale while upholding luxury standards.

You will define APAC CRM and clienteling strategies, develop annual lifecycle plans, own acquisition to churn prevention programs, and oversee personalization across channels to drive ROI.

Qualifications

• Experience shaping CRM and lifecycle plans across multiple markets.
• Proven ability to drive engagement and ROI through personalised journeys.
• Strong stakeholder influence across regions and functions.

Responsibilities

• Define and lead APAC CRM and clienteling strategy aligned to global frameworks.
• Develop annual CRM and lifecycle plans aligned to brand calendars and moments.
• Own regional lifecycle strategies across acquisition, onboarding, retention and churn.
• Oversee CRM channel performance with a focus on personalisation.
• Establish and track KPIs to ensure measurable impact and ROI.
• Design and clienteling touchpoints and journeys.
• Champion test-and-learn across messaging, offers and orchestration logic.
• Ensure CRM engagement complements 1:1 clienteling teams.
• Maintain luxury brand standards across all CRM interactions.
• Influence APAC teams in Retail, Marketing, E‑Commerce, Data and IT.

Skills

CRM strategy

Lifecycle marketing

Stakeholder management

Personalisation

Tools

Salesforce

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.

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

The Senior Manager, 1:Many / CRM), APAC is responsible for leading the regional CRM and lifecycle engagement strategy across APAC markets. The role owns scalable, data-driven customer engagement at scale, driving retention, frequency, lifetime value, and omnichannel engagement while ensuring luxury standards and local relevance across diverse APAC markets.

Essential Duties & Responsibilities

• Define and lead the APAC CRM and clienteling strategy aligned to global CIX frameworks and APAC commercial priorities
• Develop annual CRM and lifecycle plans aligned to brand calendars, trading moments, and lifecycle needs
• Own regional lifecycle strategies across acquisition, onboarding, retention, reactivation, and churn prevention
• Oversee CRM channel performance across personalisation
• Establish and track CRM KPIs to ensure measurable commercial impact and ROI
• Design and clienteling touchpoints
• Champion test-and-learn culture across creative, messaging, offers, and orchestration logic Customer Experience & Journey Orchestration
• Ensure CRM engagement complements 1:1 Clienteling (1:1) teams to align journeys and touchpoints
• Ensure consistency of luxury brand standards across all CRM interactions Data, personalisation including dynamic content and automated journeys
• Influence the APAC CRM and 1:Many Clienteling (1:1), Retail, Marketing, E-Commerce, Planning, Data, and IT teams
• Act as senior regional advisor to markets on CRM and lifecycle engagement

Experience, Skills & Knowledge

• 8-12+ personalisation
• Strategic mindset combined with strong execution discipline and stakeholder influence
• Candidates with less experience can be considered as Manager