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Senior Coordinator, DTC Clienteling EMEA

Ralph Lauren
London, United Kingdom
Closing date
1 Sep 2022

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Job Details

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
Based in our Corporate offices, you will support the Clienteling Senior Manager to implement the retention & acquisition strategies, to develop the value of Ralph Lauren VIC database, drive retail performance across DTC EU markets and support in the optimization of our digital tools & omnichannel strategies. The successful candidate will contribute to the development and oversee the implementation of strategy plans across DTC channels (E-commerce, Stores & Outlets / Concessions) with a client-centric mindset.

Essential Duties & Responsibilities

* Collaborate towards the development of Clienteling strategies to drive client acquisition & retention, maximize data capture, client engagement, increase the frequency and value of RL database and retail sales
* Implement Clienteling VIC strategy client journey focusing on client development, retention and reactivation as well as acquisition - SVIC development program, VIP apartment, Store empowerment
* Support in the new acquisition of new top VICs to RL business from personal network and new target markets
* Report back on Clienteling KPI & Customer Performance results to drive performance based on store and individual targets (sales, private appointments, outreach, compliance rate), identifying opportunities for improvement
* Support in the new stores opening roll-out through retail staff training in partnership with L&D team, re-acquisition and acquisition outreach programs
* Manage relationship with our Clienteling Ambassadors, overseeing their performance (store and individual targets, KPI's, outreach, services) and lead coaching sessions as well as regular touch-base calls to share business updates
* Establish regular contact with country leads and general managers through weekly touch base calls to ensure retail teams have all the support needed to clientele and challenge them on their efforts and results
* Ensure store teams are adhering to associated policies and consistently delivering the 'Ralph Lauren Experience' to clients
* Manage VIC calendar and ensure all outreach support is delivered to support initiatives, key launches, campaigns / events, maximizing and optimizing commercial and non-commercial touchpoints
* Support in-store initiatives and out of store events (VIC cocktails, elevated private appointments, styling sessions, Trunkshows, NY Fashion Show, etc.), tracking and driving ROI
* Manage in-store appointments & gifting and corporate gifting initiatives (budget, vendors), track and drive ROI
* Collaborate with Retail Marketing & Events / Hospitality teams to create bespoke engagement (personalized gifting, experiences and treatments) for all VICs to promote events, activation, launches, and to drive VIC loyalty program
* Collaborate in the optimization of Omnichannel strategies, ensuring a 360 degree-view of our VICs and delivering exceptional experience to Top VICs across DTC channels (e-commerce, stores, outlets / concessions)
* Contribute to the continuous improvement of our Clienteling app as an omnichannel tool, proposing features & enhancements on how to best manage client book, boost VIC development, drive performance and elevate outreach
* Collaborate with Omnichannel Manager and RLS team to design and implement meaningful localization tactics; ensure CRM strategy supports larger marketing and business objectives in each region

Experience, Skills & Knowledge

* Minimum of 3 - 5 experience working in, Clienteling, Retail in the luxury industry or Marketing, CRM
* Knowledge and understanding of Luxury and Retail Businesses, customers, competitors, competitors' communication strategies
* Client, corporate and stores proven credibility
* Computer skills: Excel (pivot tables, VLOOKUP etc.), Word, PowerPoint, Sway
* Fluent in English with French / German a bonus
* Strong communication skills and telephone manners are essential
* Proactive, organised and able to take initiatives
* Ability to work under pressure and tight schedules


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