Ralph Lauren Market & Customer Intelligence Manager, Engagement, NA

About the Role

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.

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.

Requirements

• Strong analytical and reporting capabilities; strong attention to detail.
• Experience in an Analytical or Marketing role within a Retail company.
• Ability to 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.