Ref #
W180736
State/Region
New York
Department
Data Analytics
Location
United States
City
New York
Pay Range: The pay range for this job is $65000 - $129225 annually; actual pay is dependent on experience and geographic location.
Benefits: Base pay is only one part of our employee value proposition, which includes a robust benefits package, above-market time off, hybrid working arrangements, incentive compensation, where applicable, and varied learning opportunities.
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
The Market & Customer Intelligence Manager leads consumer, market, and business insights for the Ralph Lauren E-Commerce (RLE) channel. Through a combination of quantitative analysis, customer understanding, and strategic planning, this role identifies growth opportunities, informs business decisions, drives digital retail performance, and enhances the customer experience across Ralph Lauren's site and app.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Serve as the customer insights lead for NA RLE channel, translating customer behavior, engagement, retention, and growth trends into clear recommendations that guide ecommerce strategy and keep the customer at the center of business decisions.
- Own the RLE customer growth forecast, including new customer acquisition, repeat behavior, retention, reactivation, customer value, and migration trends; proactively identify risks, opportunities, and actions to improve performance.
- Manage weekly, monthly, quarterly, and annual RLE customer performance reporting, ensuring leaders have a consistent view of customer health, growth drivers, engagement trends, and business implications.
- Develop regular insight readouts for Marketing, Ecommerce, Business Planning, and Merchandising teams, connecting customer trends to commercial priorities and recommending actions to improve engagement, retention, and growth.
- Analyze ecommerce customer behavior across key journeys, including acquisition, conversion, repeat purchase, retention, reactivation, loyalty engagement, and channel migration, to identify opportunities to grow customer value and improve the digital experience.
- Support audience segmentation and list creation within our CDP for campaign execution, clienteling, and customer outreach, ensuring audiences are insight-led, actionable, measurable, and aligned to business priorities.
- Own the RLE customer data capture and opt-in opportunity, partnering with Ecommerce, Marketing, CRM, and Site Experience teams to improve the onsite and app opt-in experience, increase SMS consent rates, and expand the addressable customer base for personalized engagement.
- Track performance of VIC and high-value customer outreach, including tier movement, migration, engagement, and incremental impact, identifying wins and opportunities to grow the segment and strengthen the client experience.
- Measure the performance and ROI of customer outreach, lifecycle campaigns, and key initiatives, using results to refine targeting, inform future strategies, and strengthen accountability across teams.
- Augment quantitative performance analysis with qualitative customer feedback, including Customer Voices survey results, to create a fuller view of customer needs and pain points.
Provide monthly and quarterly recaps of Customer Voices scores, themes, trends, and opportunities, partnering with business leaders to translate feedback into clear action plans that improve the customer experience.
EXPERIENCE, SKILLS & KNOWLEDGE
- Strong analytical and reporting capabilities; strong attention to detail
- Analytical or Marketing role within a Retail company
- Articulate thoughts eloquently for multiple levels of management
- Ability to see from the customers' perspective and serve as their advocate
- Demonstrated critical thinking skills with an ability to make decisions for the business
- Team-player; ability to work with all business divisions in a proactive manner and drive results
- Excellent verbal and written communication skills; ability to present complex information in an easy-to-understand manner with clear recommendations based on data insight
- Adapts easily to changing situations and demonstrates flexibility in juggling priorities
- Strong data visualization and presentation skills
Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws. Please note background checks will be evaluated individually.