Senior CRM CX Associate, CIX EMEA

2 weeks ago

London, United Kingdom Ralph Lauren Full time

Position Overview

The Senior CX Associate, EMEA CIX is responsible for the development, optimization and roll-out of strategic, cross-channel Lifecycle programs and Retention initiatives driving customer engagement, loyalty, and lifetime value. Working alongside the Senior CX Manager, Data Analysts, Customer Insights and CRM Agency, this role will drive experimentation to continually identify opportunities to acquire prospects, reactivate lapsed customers, trade up & across the active customer base and prevent database/customer churn, fueled by AI models and customer segmentation.

This role will also be instrumental in the management of connected journeys across the Ralph Lauren ecosystem and Marketing Channels, adopting a test & learn approach to build out multi-channel programs.

You will be responsible for the development and with the CX Associate, the implementation of VIC communications for the Ralph Lauren DTC business. Working closely with the Senior CRM & CX Manager, E-Comm & Data Strategy Teams and CRM Agency, develop best-in-class experiences that fit with the Luxury brand offering.

The Senior CX Associate is responsible for supporting the Senior CRM & CX Manager on strategic, data-driven projects across owned channels, managing third party vendor and internal relationships to ensure best-in-class technological integrations (both existing and future), content optimisations and increased performance of CRM content.

You will be responsible for analysing performance to inform data driven & innovative creative decisions which will feed into the CRM teams best in class approach to maximise engagement & revenue, loyalty, retention rates, database growth and increase customer value.

This role requires a broad skill set and the right candidate will be a luxury lifestyle leader who is a strategic thinker, creative, enjoy problem solving and always want to push boundaries.

Essential Duties & Responsibilities

·Work closely with the Senior CRM & CX Manager, to support the strategic planning, test & learn development and execution of Lifecycle and customer retention programs.

·Work closely with the Senior CRM & CX Manager and CRM Manager to understand the channel targets and support on best-in-class test and learn strategies to improve channel performance. Responsible for sharing performance of Lifecycle, VIC and CX projects with the wider business.

·Own 3rd party relationships with Technology / personalization vendors to introduce innovative & data-driven personalization solutions.

·Work with the Customer Insights Team to understand customer behaviour and support the Senior CRM & CX Manager and CRM Manager to optimise customer journeys for all communications.

·Lead data capture initiatives, working with the Senior CRM Associates & Data Strategist on optimising in store and progressive data capture opportunities to build out the RL contactable base.

·Familiarise yourself with CRM KPI’s and metrics and understand how campaigns are performing against regular benchmarks, as well as understanding how CRM feeds into the wider business on a weekly and monthly basis.

·Support CX Associate with implementation and optimization of Transactional and Behavioural communications.

·Strong technical skills; owning audience / campaign building within our CDP and ESP.

·Pushing innovation with support of third-party agencies, to ensure emails and CRM campaigns (across channel) are best in class.

·Take the lead in communication with internal stakeholders (e-comm, Planning, Clienteling, Retail Marketing & Brand teams) and external stakeholders (3rd party agencies & vendors). Sharing campaign plans and insights to build out wider brand strategies.

·Be a proactive member of the CRM team, providing support & training to new team members.

Experience, Skills & Knowledge

Minimum of 3-4 full strategic cycles experience within the CRM/Digital Marketing field (within the Fashion or Luxury industry preferred).

Passion for fashion retail as well as brand and digital marketing.

Strong affinity with the Ralph Lauren or luxury brands.

Ability to work well collaboratively and independently under pressure, in a fast-paced environment.

Strategic thinker with proven ability to deliver impactful CRM strategies across channels.

Creatively minded.

Strong organisational skills & attention to detail.

Excellent communication skills, both verbal and written.

Advanced Excel & PowerPoint skills.

Proficient in English.

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