Ralph Lauren Senior Clienteling Manager 1:Many, APAC

Ralph Lauren; Hong Kong; On-site; HKD 750,000 - 1,000,000; Full time

Job summary

Ralph Lauren is seeking an experienced Senior Manager for CRM in Hong Kong to lead regional customer engagement strategies across APAC. This role focuses on driving customer retention and personalization, establishing key performance indicators, and ensuring alignment with luxury standards. The ideal candidate has extensive experience in CRM, a strategic mindset, and the ability to influence across teams. The position emphasizes collaboration to enhance customer journeys and engagement across various channels.

Qualifications

• 8-12+ years of experience in CRM and personalisation.
• Strong execution discipline and ability to influence stakeholders.
• Candidacy for Manager level may be considered for those with less experience.

Responsibilities

• Define and lead the APAC CRM and clienteling strategy.
• Develop annual CRM and lifecycle plans aligned to brand priorities.
• Own regional lifecycle strategies for customer engagement.
• Oversee CRM channel performance and set KPIs.
• Design and maintain clienteling touchpoints.
• Promote a test-and-learn culture across CRM efforts.

Skills

Personalisation

Strategic mindset

Stakeholder influence

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

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

Key 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