Manager, Commercial Performance, DTC Clienteling

3 weeks ago


London, United Kingdom Ralph Lauren Full time

Position Overview

Reporting to the Senior Manager Clienteling, the Commercial Manager is responsible for building the new Clienteling commercial strategy from conception. They will support the acceleration of the existing Clienteling strategy enabling the development of business transformative and innovative outreach campaigns to support retail client engagement, drive prospect conversion, client retention and growth. Success in this role will require the ability to operate at a strategic level, while maintaining a strong bias for operational excellence. The Commercial Manager will have experience developing and delivering successful outreach campaigns, have a proven technical skillset and understanding of customer segmentation and modelling and content creation.

Essential Duties & Responsibilities

In partnership with the Clienteling, CIX and CRM team design the new Clienteling outreach strategy for RLS doors across email and private messaging.

Develop creative and customer centric campaign and content across all brands that unlock client engagement with Sale Associates, driving Clienteling sales

Development of overall client journey integrating personalised content and targeting fuelled by AI models

Work with the retail marketing and planning team to ensure the outreach calendar is aligned and integrated with marketing event calendar and business revenue targets

Lead RL brand specific client strategies and communicate performance across all Business Units to wider team & key stakeholders

Manage the content calendar – ensuring it’s focused on brand initiatives, latest trends and aligned to DTC trading moments to deliver Clienteling sales

Partner with other marketing departments on growth initiatives such as data capture and CRM alignment. Stay abreast of Database health tracking opportunities to further engage with the contactable base.

In partnership with the Elite team support with specific engagement content to support Elite value and growth

Work in partnership with the omnichannel senior associate to ensure outreach strategy is implemented through the Clienteling app via SendGrid

Lead with innovation at the centre of everything we do, thinking outside the box and constantly pushing boundaries

Take part in discovery of new technology, consulting on requirements to activate your strategy

Explore new ways for SA to connect with clients for example platform communication eg: social

Experience, Skills & Knowledge

Experience in delivering Clienteling or CRM strategies, ideally within a luxury environment

Problem solving and always want to push boundaries.

Ability to work in a fast-paced environment and adapt to rapid change, working well under pressure.

Excellent project management and communication skills including the ability to influence stakeholder

Analytically minded and Data and insight driven

Ability to work collaboratively across multiple stakeholders and within a team as well as autonomously



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