Ralph Lauren Customer Experience Manager, eCommerce NA

Ralph Lauren; New York (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

Ralph Lauren seeks a Manager, Product Management Customer Experience to own the North America digital CX within the broader eCommerce product ecosystem. You will partner with business and technology teams to shape capabilities, prioritizing initiatives that improve acquisition, conversion, retention, and satisfaction.

The role requires a customer-centric, commercially minded, analytical leader who translates insights into actionable product recommendations and collaborates across analytics,

Qualifications

• 4+ years in eCommerce, digital product management, customer experience, digital strategy, or related product role.

Responsibilities

• Represent NA digital CX priorities within the global digital product roadmap.
• Define the what and why behind CX initiatives with business impact and success measures.
• Develop business cases, opportunity assessments, and analyses to support decisions.
• Translate NA needs into clear business requirements, use cases, and acceptance criteria.
• Collaborate with Global Product Management, Technology, and cross-functional teams on roadmap and delivery.

Skills

eCommerce

Digital product management

Customer experience

Digital strategy

Stakeholder management

Cross-functional collaboration

Analytics

A/B testing

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 Manager, Product Management Customer Experience is responsible for representing the North America digital customer experience within Ralph Lauren's broader global eCommerce product ecosystem. This role serves as a strategic business partner for the North America region, helping define what digital capabilities, experiences, and enhancements should be prioritized and why they matter to the customer, the business, and the market. The anticipated scope of the role includes supporting key North America customer experience priorities across market-specific needs and customer-facing digital journeys, with a focus on experiences that help drive acquisition, conversion, retention, and overall customer satisfaction. The ideal candidate is highly customer-centric, commercially minded, analytical, and collaborative, with the ability to synthesize customer insights, business priorities, competitive trends, and performance data into actionable product recommendations that improve conversion, retention, satisfaction, operational efficiency, and overall digital experience quality.

Essential Duties & Responsibilities

• Represent North America digital customer experience priorities within the global digital product roadmap, ensuring regional business needs, customer expectations, and market opportunities are clearly understood and considered
• Define and articulate the "what" and "why" behind customer experience initiatives, including the business opportunity, customer problem, expected impact, prioritization rationale, and measures of success
• Develop business cases, opportunity assessments, prioritization recommendations, and financial or performance analyses to support digital product decisions
• Translate North America business needs into clear business requirements, customer use cases, acceptance criteria, and desired outcomes that inform global product planning and solution design
• Partner with Global Product Management, Technology, and cross-functional business teams to support roadmap prioritization, discovery, planning, testing, launch readiness, and post-launch optimization
• Use data, customer insights, analytics, competitive research, and stakeholder input to identify opportunities that improve conversion, retention, engagement, customer satisfaction, and operational efficiency
• Support business validation, UAT, launch readiness, and change management to ensure delivered solutions meet North America requirements and customer experience expectations
• Influence customer-facing policies and experience standards related to shipping, delivery, order visibility, and service expectations, ensuring they reflect North America customer needs, market expectations, and business priorities.

Experience, Skills & Knowledge

• 4+ years of experience in eCommerce, digital product management, customer experience, digital strategy, or a related business-facing product role
• Strong understanding of digital commerce, customer journeys, site and app experiences, and the levers that drive conversion, engagement, retention, and customer satisfaction
• Experience translating business needs, customer problems, and performance opportunities into clear business requirements, use cases, success metrics, and prioritization recommendations
• Strong analytical mindset with experience using data, customer insights, testing results, and financial or performance metrics to inform decision-making
• Excellent cross-functional collaboration, communication, and stakeholder management skills, with the ability to influence across business, product, technology, analytics, and operational teams
• Ability to balance strategic thinking with practical execution support, ensuring business objectives are clearly defined while partnering effectively with teams responsible for solution delivery
• Highly organized, detail-oriented, proactive, and solution-oriented, with strong problem-solving skills and comfort managing multiple priorities in a fast-paced environment
• Passion for digital innovation, premium retail, fashion, and delivering elevated customer experiences that reflect the Ralph Lauren brand
• Familiarity with A/B testing, experimentation, personalization, customer research, and performance optimization