Associate Digital Commerce Project Manager

Ralph Lauren
Hong Kong, Hong Kong
01 Sep 2021
27 May 2022
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 Omnichannel Project Manager will provide management, guidance and judgment on new project initiatives, with a focus on experience across stores and ecommerce. The position requires an understanding of all direct-to-consumer business functions; focused on ecommerce, retail, contact center operations and related systems. The ideal candidate will have experience in working across functions, instigating and coordinating project delivery, and possessing knowledge of standard business processes and related systems as well as order fulfillment processes. This individual will manage the project work acting on variances from the plan as well as bringing the projects to closure, documenting project execution by creating a body of knowledge, and suggesting process improvements for future projects. Upon the completion of the initial connected retail infrastructure setup, the Omnichannel Manager will work closely with the retail, ecommerce, and contact center teams to develop on-going plans and business forecasts, driving optimization & growth initiatives based on data-driven performance insights.

Essential Duties & Responsibilities

* Support in identifying new opportunities for Omni channel services, future digital in-store experiences and innovation to maximize customer retention and sales productivity.
* Coordinate Idea gathering, requirements, project deliverables, and targets
* Demonstrate broad knowledge of direct to consumer Customer Contact and ecommerce business processes, with working knowledge of retail and ecommerce systems
* Performs the overall day-to-day management of the project to ensure that project objectives are achieved within time/cost/quality constraints
* Responsible for project documentation including project plan, status reports.
* Work with IT to ensure that project business and IT requirements are captured and documented via partnership with channel and function stakeholders.
* Performs management of the risks of the project, including the development of contingency plans
* Manage project scope and change control and escalate issues where necessary to remove team impediments
* Support as needed Quality Assurance team to ensure that project is tested and that test plans are aligned with project requirements
* Facilitate project and update meetings
* Accountable for overall progress.
* Ensure project objectives are understood and met, ensuring that the Project Team members understand the requirements
* Ensure all groups are adequately consulted and are satisfied with each deliverable as it effects their specialist area
* Track and report project actual expenditures as compared to the budget and effectively manage the project to successful completion within tolerances.
* Manage multiple complex projects simultaneously
* Establish new SOPs, algin roles & responsibilities across various functions
* Own connected retail KPI and daily, weekly, monthly, quarterly reporting responsibilities
* Manage omni channel order related business rules in the OMS and other internal systems
* Establish strong partnerships with Retail Operations, Planning, and Contact Center teams to effectively plan and manage omni channel fulfillment volumes and customer experiences

Experience, Skills & Knowledge

* Experience managing, cross-functional digital commerce projects from inception to successful implementation
* 4 years Direct to Consumer experience including retail stores, concessions, ecommerce with an understanding of order fulfillment processes preferred
* Knowledge of one or more: D365, SalesForce Commerce Cloud, IBM Sterling, MadMobile, plus.
* Bachelors Degree or higher
* Track record of project delivery and benefits realization
* Be able to demonstrate a proven track record managing multiple projects
* Conversant in the nuances of the retail commerce landscape, with an ability to serve as a product expert when communicating project status to executive stakeholders and peers
* Strong interpersonal communication skills and problem-solving skills
* Excellent presentation and meeting leader skills
* Strong negotiation, organizational, and facilitation skills
* Self-starter / self-motivated, capable of staying on track and pursuing solutions without supervision
* Able to prepare and present information in business terms
* Able to work under pressure, meet deadlines and handle multiple projects simultaneously.
* Advanced Excel/ PowerPoint skills required
* Must be detail-oriented
* Skilled in developing effective partnership relationships with portfolio stakeholders
* Experience in the identification, assessment, and management of risks; able to manage the risks, not just the risk list
* Experience in strategic planning and analysis
* Exceptional interpersonal and negotiation skills. Committed to providing excellent customer service
* Determined to deliver outcomes and able to overcome obstacles in order to move forward. Accountable for the delivery of outcomes, strives to meet and exceed expectations
* Has a flexible approach to change, is able to work effectively in a variety of situations, constantly seeks improvements and is forward looking
* Fluency in Japanese, Korean, or Mandarin highly valued