About the role
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 Our Customer Insights Team are a critical enabler in Ralph Lauren's customer centric focus and strategic business growth. We are seeking a Customer Insights Manager whom partners with all direct-to-consumer teams and external partners to identify and elevate invaluable customer insights. Reporting in to the Senior Manager of Customer Insights, you will be responsible for supporting the team in delivering customer insights and analytics projects - fueling customer knowledge across the business focusing on Clientelling and Strategic analysis.
Essential Duties & Responsibilities
- Oversee Clienteling and Full Price 'Bricks & Mortar' customer Insights as well as strategic analysis and deep dive analysis for leadership.
- Own and deliver leadership requests in close collaboration with the Marketing team
- Lead the recurring customer reporting for Full Price B&M and Clienteling, including dashboard creation, automation, adjustments, and communication to all relevant stakeholders
- Lead tourism customer insights, working closely with internal teams and external partners to understand macroeconomic trends.
- Develop insightful highlights and ensure effective communication of all reporting and analysis, delivering to key stakeholders including Regional Retail, Marketing, Clienteling and Store teams
- Present findings and insights to senior stakeholders and partner teams
- Prioritize and scope analysis requests for leadership requests and Clienteling 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
- Address business questions holistically, delivering complete customer centric insights
- Partner with Ecommerce, Wholesale, Retail, Clienteling, CMI teams to inject further insights into customer analysis, creating a holistic view of performance.
- Proactively develop analysis and reporting to support business critical strategies and activations
Experience, Skills & Knowledge
- Knowledgeable and experienced in numerate subjects e.g. Mathematics, Engineering, Statistics, Physics, Chemistry
- Relevant experience in Customer Insights within Marketing and CRM
- Understanding of the luxury/retail industry and Customer Goods
- 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
- Excellent leadership and people management skills, identifying opportunities for team upskilling.
- 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
- Experience with customer databases and working with Data teams on extracting relevant data
- Experience with using data visualization tools (e.g. Tableau)
- Substantial experience and expertise in Excel and PowerPoint
- Experience in SQL
- Experience with automation and new AI technologies (e.g. Microsoft Copilot)
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