CRM Manager, Global CIX

Recruiter
Ralph Lauren
Location
London, United Kingdom
Posted
13 Jul 2022
Closes
15 Sep 2022
Ref
30678
Function
Marketing
Level
Manager
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
Help transform customer experience through our global CIX, CRM vision and strategies. You'll be working on exciting loyalty and CX transformational projects at a global level.

Essential Duties & Responsibilities
·Working with the Global CIX team to drive the strategic and operational roadmap for CRM and customer experience journeys that drive retention and customer lifetime value. ·Work collaboratively with cross-functional internal teams and external partners to deliver business goals. ·Support in managing Global CIX project timelines, resources, status and deliverables. Creating project documentation and plans to drive projects forward. ·Ensure best practice for CRM across: automation & personalization, CX, clienteling, retention initiatives and customer journeys. ·Support team on Customer Segmentation strategies: working with our CRM agency to deliver advanced level customer profiling, segmentation and personalization initiatives and models globally. ·Support the Global CIX team in the development of the loyalty program and investment case, designing loyalty strategies incorporating intelligent customer segmentation and appropriate brand offering against different profiles and customer clusters. ·Customer Journey Mapping & Orchestration: activate high impact customer journeys across different marketing touchpoints to drive retention and customer lifetime value. You'll be a passionate advocate of the key CX drivers that make our customers love our brand. ·Support our Global clienteling strategy and data requirements to advance this program. ·Support the Global CIX team in the development of our preference centre to enrich existing 1st party customer data, enhance quality of data and capture fields that will support future modeling and segmentation needs. ·Partner with our CIX Insights and Data Science team to create relevant insights and identify new opportunities for improving customer KPIs and driving growth and loyalty. ·Work closely with the CRM Agency to oversee the delivery of the CRM vision in line with business objectives. ·Work with regional CIX teams (EMEA, US, APAC) to ensure their regional roadmaps are aligned and prioritized against the global vision and objectives. Ensure full consistency and partnership across regions.

Experience, Skills & Knowledge
Previous Experience ·A CRM manager with experience managing and optimising CRM activations and CX projects within the Fashion and/or Luxury Retail sectors. ·Experience working in a Marketing or CX role - having delivered advanced CRM and customer programs, including voice of the customer initiatives. ·Experience using data insights to inform decisions within a retail company or relevant consulting agency, FMCG group, tech company. ·Experience of successfully working on complex CRM project delivery in a global organisation, managing multiple workstreams and resources in line with budgets and deadlines; tracking and reporting on project progress and statuses. ·Demonstrable experience of segmentation models to support business goals. ·Experience implementing customer personalisation journeys. ·Prior experience working successfully in partnership with internal stakeholders and managing external agencies. ·Direct experience within a retail or client development landscape - best practice clienteling and advocate of luxury customer service and experience. Person specification ·Ability to understand the big picture, develop new ideas in line with the latest CRM landscape and technological innovation and developments around AI, ML and automation. ·Ability to prioritise and manage multiple projects and deadlines ensuring stakeholder expectations are managed effectively. ·Excellent understanding of CRM marketing & technology, best practice, and data protection regulations. ·Strong communication, presentation and interpersonal skills, comfortable communicating across teams and different levels within a large organisation. ·Proven analytical and quantitative skills, strong attention to detail, and an ability to use data and metrics to make informed recommendations. ·Luxury or fashion sensibility. ·Please note that this position is an individual contributor role and may mange projects/workstreams but is not anticipated to be a manager of people.

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