Senior Digital Customer Experience Manager

Senior Digital Customer Experience Manager

Ref #: W162315

Department: Information Technology

City: London

State/Province: London

Location: United Kingdom

Pay Range Max:

Pay Range Min:

Company Description

Ralph Lauren Corporation (NYSE: RL) is a global leader in the design, marketing, and distribution of premium lifestyle products across five categories: apparel, accessories, home, fragrances, and hospitality. For over 50 years, Ralph Lauren has built a distinctive brand reputation and image, expanding across numerous products, brands, and international markets. Our brands include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps, among others, making us one of the most recognized families of consumer brands worldwide.

At Ralph Lauren, we foster an inclusive culture that unites and inspires our community and those we serve. We amplify diverse voices and perspectives to create a sense of belonging, ensuring fairness and inclusion through Talent, Education & Communication, Employee Groups, and Celebrations.

Position Overview

You will partner with the Lead (Director) to shape the vision for Trading, UX, and Testing strategies, developing roadmaps aligned with these goals.

You will prioritize the customer experience with a data-driven approach to identify opportunities across all digital touchpoints.

You will share knowledge with stakeholders nationally and globally to ensure seamless integration across the consumer journey, processes, testing, and personalization.

Responsibilities include:

1. Devising strategic roadmaps and collaborating with the Director on vision and tactics.
2. Identifying opportunities for end-to-end journey optimization.
3. Providing data-driven perspectives on issues impacting revenue and customer experience across all digital touchpoints.
4. Representing the business voice on projects affecting Trade and CX, from ideation to release.
5. Analyzing and summarizing key analytics to inform merchandising, product, and content strategies.
6. Translating business requirements for the CI/A team to deliver relevant data and reporting.
7. Partnering with market leadership to define strategic directions for RLE in various markets.

Experience, Skills & Knowledge

Minimum of 5+ strategic cycles in digital, ecommerce, or customer experience roles, with a proven record in journey optimization, experimentation, and performance improvements.

Hands-on experience managing A/B testing programs (preferably using Monetate), from hypothesis design to analysis and insights rollout.

Strong knowledge of CRO principles and practical experience with tools like Adobe Analytics and Contentsquare for decision-making.

Ability to translate business goals into clear testing strategies, project requirements, and optimization roadmaps.

Experience representing business needs during project delivery, UAT cycles, and post-launch validation.

Proven leadership in managing teams, focusing on skill development, confidence-building, and ownership.

Excellent cross-functional collaboration skills, capable of navigating internal/external and global/regional teams.

Thrives in fast-paced, matrix environments with multiple priorities.

Previous experience in luxury, premium retail, or transactional ecommerce is highly advantageous.