Manager, Customer Retention Marketing

Ralph Lauren

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Job Details

Job title

Manager, Customer Retention Marketing, Ralph Lauren


New York, United States




PR, Marketing & Communications



Full-time, Salary Unspecified

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Job Description

The Manager of Customer Retention Marketing will be a pivotal member of the North American Digital Marketing team by managing and executing promotional strategies, events, communication and measurement plans, in addition to customer retention and loyalty initiatives for the North American division of Ralph Lauren e-commerce.

The Manager will combine strategic vision with demonstrated customer and core digital marketing experience to drive best in class customer marketing strategies that will both support Ralph Lauren’s promotional efforts, as well as shape the complete end-to-end customer journey. In this highly collaborative role, you will work closely with cross-functional teams for the achievement of revenue generation, and customer and business goals in line with our company vision. This is an exciting opportunity for candidates who are looking to innovate, shape customer journeys, craft meaningful marketing campaigns, strengthen their strategic thought leadership, and be at the forefront of Ralph Lauren’s e-commerce marketing programs and initiatives.
  • Develop and execute winning strategies to maximize revenue through promotional and retention marketing initiatives.

  • Responsible for overseeing the execution and launch of all U.S. full-price and promotional events on

  • Collaborate with Planning and Buying teams to develop and own the promotional marketing event plan.

  • Partner within North American Digital Marketing team, as well as with Site Content and Operations teams to manage customer experience through marketing vehicles to site funnel of promotional marketing events.

  • Manage the complete end-to-end customer journey, for various customer segments, with a strategic, analytical and branded approach.

  • Increase engagement, advocacy and CLV through unique offerings and benefits.

  • Build and own partnership opportunities for customer marketing through external channels.

  • Manage promotional creative production process end-to-end, including but not limited to: campaign planning across all North American digital marketing channels, segmentation, creative and copy development, site experience, analysis and measurement, advise takeaways; with support from dedicated analysts.

  • Conduct research and competitive analysis; maintain a strong pulse on customer behavior, trends and cultural shifts.

  • Maintain / update detailed campaign performance reports. Set KPI benchmarks and analyze performance, creating recommendations to optimize performance.

  • Lead and develop one direct report that will support in the campaign execution process.

The Ideal Candidate

  • BS/BA Degree in Business, Marketing or related field; MBA a plus.

  • 5+ years of digital marketing experience in a retail setting or related industry; email marketing experience a must, with a solid understanding of performance marketing channels.

  • Demonstrated experience designing and managing multifaceted customer journeys; loyalty program experience a plus.

  • Proven comfort with complex segmentation decisions and audience analysis.

  • Proactive, solution-oriented, creative strategist with strong financial acumen, and ability to derive storytelling through data.

  • Expertise in development of marketing assets across digital marketing channels.

  • Exceptional written and verbal communication skills; comfort-level and experience with marketing copy-writing.

  • Analytical thought leader with strong organizational, communication, and presentation skills; ability to interface with all levels of management.

  • Excellent attention to detail and quality assurance capabilities; willingness to be hands-on.

  • Excellent leadership skills; team player with ability to communicate well among cross-functional teams.

  • Strong knowledge of Excel, Powerpoint, and Word a must.

  • E-commerce experience required.

About Us

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in four categories: apparel, home, accessories and fragrances. For 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 Purple Label, Ralph Lauren Collection, Double RL, Polo Ralph Lauren, Polo Ralph Lauren Children’s, Ralph Lauren Home, Lauren Ralph Lauren, RLX, American Living, Chaps and Club Monaco, constitute one of the world's most widely recognized families of consumer brands.