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Customer Insights Senior Manager

Ralph Lauren
London, United Kingdom
Closing date
31 May 2023

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Senior Manager

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
Please note this is a Fixed Term Maternity Cover role and dates are now to July 2024 - and you must have the right to work in the UK. if this Fixed Term Contract is suitable please apply We are seeking a passionate and highly motivated individual to join the Omni-Channel EMEA Customer Insights team. The Customer Insights team is a critical enabler in customer centric focus and strategic business growth. The Senior Insights Manager partners with all direct to consumer teams and external partners to identify and elevate invaluable customer insights. Reporting into Director of Insights and Data Strategy, the successful candidate will be responsible for managing the Insights team and defining, developing, and executing insights and analytics projects to fuel customer knowledge across the business.

Essential Duties & Responsibilities

* Lead the recurring customer reporting for all direct to consumer channels (Retail, Ecommerce and Outlet) in EMEA, including dashboard creation, automation, adjustments, and communication to all relevant stakeholders
* Lead the transition of the current dashboards into a new CDP platform and work with IT on further automation
* Develop insightful highlights and ensure effective communication of all reporting and analysis, delivering to key stakeholders including Global team, Regional Retail, Marketing, Ecommerce and Store organization
* Present findings and insights to senior stakeholders and partner teams Customer Performance Deed Dive Studies
* Prioritize and scope analysis requests for the Insights team and ensure the right level of support is provided to the key stakeholders and insights delivered in timely manner
* Build visual, straightforward, strategic presentations to communicate to senior leadership and partner teams
* Partner with Ecommerce, Wholesale, Planning and Retail teams to inject further insights into customer analysis
* Proactively develop analysis and reporting to support business critical strategies and activations
* Be the voice of the customer across functional forums and strategic initiatives
* Partner with all direct to consumer channel teams and wider organization on gathering holistic customer data points
* Lead the relationship with Tax Free Partner on tourism data, developing relevant reports and ad hoc requests
* Collaborate with the wider EMEA CIX team on cross functional strategies and activations
* Work closely with the Global Insights team on alignment across methodologies, KPIs, regular reporting and strategic global customer studies Team Leadership And Management
* Lead prioritization and delivery of all Insights projects
* Lead, coach and develop team of 4 Analysts
* Work closely with the Insights and Data Strategy Director on team strategy, goals, development, and delivery

Experience, Skills & Knowledge

* Educated in numerate subject or related experience level e.g. Mathematics, Engineering, Statistics
* Minimum full 5 performance strategic cycles experience in Customer Insights within Marketing and CRM
* Understanding of the luxury/retail industry and Customer Goods
* Experience with customer databases and working with Data teams on extracting relevant data
* Experience with using data visualization tools (e.g. Tableau)
* Fully Fluent in Excel and PowerPoint
* Basic Understanding of SQL preferred
* An effective customer insights leader able to create buy-in and influence across many stakeholders
* Ability to communicate actionable insights and turn complex analysis into meaningful recommendations
* Experience presenting to senior teams, supporting, and influencing their decisions
* Excellent leadership and team management skills
* Great experience in prioritization and managing team projects
* Highly self-motivated, analytical, with sharp attention to detail
* Highly creative in problem-solving & communication, with rigorous implementation
* Proactive, enthusiastic, and reacting intelligently to unforeseen issues
* Excellent problem-solving skills


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