Manager, Customer Insights EMEA

Ref #:

W147773

Department:

Data Analytics

City:

London

State/Province:

London

Country:

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 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

What began more than 50 years ago with a collection of ties has grown into an entire world, redefining the American style. Ralph Lauren has always stood for providing quality products, creating worlds and inviting people to take part in his dream and his lifestyle. Building on the brand’s continued success, Ralph Lauren is multiplying the initiatives to further strengthen its European presence with a strategy geared towards locations that reflect the vision and philosophy of the Ralph Lauren brand.

We are seeking a passionate and highly motivated individual to join the EMEA Customer Insights team. The Customer Insights team is a critical enabler in customer centric focus and strategic business growth.

Reporting into Senior Manager of Customer Insights the successful candidate will be responsible for supporting the team in delivering customer insights and analytics projects to fuel customer knowledge across the business focusing on Special projects and Clienteling. The Customer Insights Manager partners with all direct-to-consumer teams and external partners to identify and elevate invaluable customer insights. 

Essential Duties & Responsibilities

• Oversee Special projects, Clienteling and RLS customer Insights
• Own and deliver Special Projects in close collaboration with the Marketing team
• Lead the recurring customer reporting for RLS and Clienteling, including dashboard creation, automation, adjustments, and communication to all relevant stakeholders
• 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 Special projects 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 Wholesale, Retail, Clienteling, CMI teams to inject further insights into customer analysis
• Proactively develop analysis and reporting to support business critical strategies and activations
• Be the go-to lead on Clienteling and Special projects

Team leadership and management:

• Lead prioritization and delivery of Special projects and Clienteling
• Lead, support and help develop direct reports
• Identify opportunities for team upskilling
• Work closely with Senior Manager of Customer Insights on goals, development, and delivery

Experience, Skills & Knowledge

• Educated to degree level in a numerate subject e.g. Mathematics, Engineering, Statistics, Physics, Chemistry
• 4+ years 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
• 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
• 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
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