E-Commerce Market & Customer Insights Lead

BoF Careers; New York (NY); On-site; USD 110,000 - 180,000; Full time

Job summary

The Market & Customer Intelligence Manager at Ralph Lauren Corporation leads consumer, market, and business insights for the Ralph Lauren E-Commerce channel. You will translate customer behavior and trends into actionable recommendations that guide ecommerce strategy and improve the customer experience across our site and app.

You will own growth forecasting, performance reporting, and regular insight readouts for Marketing, Ecommerce, and Merchandising teams, ensuring a data-driven approach to

Qualifications

• Strong analytical and reporting capabilities.
• Analytical or Marketing role within a Retail company.
• Articulate thoughts eloquently for multiple levels of management.
• Ability to see from the customers' perspective and serve as their advocate.
• Demonstrated critical thinking skills with an ability to make decisions for the business.
• Team-player; ability to work with all business divisions in a proactive manner and drive results.
• Excellent verbal and written communication skills; ability to present complex information in an easy-to-understand manner with clear recommendations based on data insight.
• Adapts easily to changing situations and demonstrates flexibility in juggling priorities.
• Strong data visualization and presentation skills.

Responsibilities

• Serve as the customer insights lead for NA RLE channel, translating customer behavior, engagement, retention, and growth trends into clear recommendations that guide ecommerce strategy and keep the customer at the center of business decisions.
• Own the RLE customer growth forecast, including new customer acquisition, repeat behavior, retention, reactivation, customer value, and migration trends.
• Manage weekly, monthly, quarterly, and annual RLE customer performance reporting, ensuring leaders have a consistent view of customer health, growth drivers, engagement trends, and business implications.
• Develop regular insight readouts for Marketing, Ecommerce, Business Planning, and Merchandising teams, connecting customer trends to commercial priorities and recommending actions to improve engagement, retention, and growth.
• Analyze ecommerce customer behavior across key journeys, including acquisition, conversion, repeat purchase, retention, reactivation, loyalty engagement, and channel migration, to identify opportunities to grow customer value and improve the digital experience.
• Support audience segmentation and list creation within our CDP for campaign execution, clienteling, and customer outreach, ensuring audiences are insight-led, actionable, measurable, and aligned to business priorities.
• Own the RLE customer data capture and opt-in opportunity, partnering with Ecommerce, Marketing, CRM, and Site Experience teams to improve the onsite and app opt-in experience, increase SMS consent rates, and expand the addressable customer base for personalized engagement.
• Track performance of VIC and high-value customer outreach, including tier movement, migration, engagement, and incremental impact, identifying wins and opportunities to grow the segment and strengthen the client experience.
• Measure the performance and ROI of customer outreach, lifecycle campaigns, and key initiatives, using results to refine targeting, inform future strategies, and strengthen accountability across teams.
• Augment quantitative performance analysis with qualitative customer feedback, including Customer Voices survey results, to create a fuller view of customer needs and pain points.

Skills

Analytical skills

Reporting

Retail experience

Customer insights

Communication skills

Data visualization

Team collaboration

Tools

CDP

BI tools

Excel

Job description

The Market & Customer Intelligence Manager at Ralph Lauren Corporation leads consumer, market, and business insights for the Ralph Lauren E-Commerce channel. You will translate customer behavior and trends into actionable recommendations that guide ecommerce strategy and improve the customer experience across our site and app.

You will own growth forecasting, performance reporting, and regular insight readouts for Marketing, Ecommerce, and Merchandising teams, ensuring a data-driven approach to