Market & Customer Intelligence Manager, PRO NA

Job description

POSITION OVERVIEW

The Market & Customer Intelligence Manager, PRO leads consumer, market, and business insights for the Ralph Lauren Outlet Stores (PRO) channel . Through a combination of quantitative analysis, customer understanding, and strategic planning, this role identifies growth opportunities, drives retail performance, informs business decisions, and enhances the customer experience across Ralph Lauren’s outlet store fleet.

Responsibilities

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the customer insights lead for NA Outlet channel, translating customer behavior, engagement, retention, and growth trends into clear recommendations that guide stores strategy and keep the customer at the center of business decisions.
• Manage weekly/monthly/quarterly/annual customer performance reports for Outlet.
• Track customer performance by store and identify areas of opportunity to help drive growth initiatives. Partner with field to ensure understanding, actions, and accountability
• Provide quarterly/adhoc insights by region to the Field Leadership teams, identifying areas of opportunity, encouraging shared best practices, and delivering recommendations to evolve our engagement strategies and manage consumer experiences.
• Lead bi-weekly meetings with cross-functional teams (Marketing, Client Development) to develop outreach strategies and clienteling lists to support areas of opportunity.
• Develop and implement segmentation strategies to support channel initiatives and help drive retention, partnering with our agency for modeling and Marketing/Client Development for execution
• Direct audience segmentation lists within our marketing platform for campaign execution and clienteling lists.
• Track performance of VIC outreach program, VIC customers by tier and migration, identifying wins and areas of opportunity to grow the segment/program.
• Lead monthly meetings with Business Planning teams to share customer insights, VIC growth and impact analysis of on-going initiatives in partnership with Marketing/Client Development
• Augment quantitative insights with qualitative data. Schedule visits/calls with field leadership to gather insights. Leverage Customer Voices survey results to supplement quantitative data.
• Provide monthly/quarterly recap of scores, trends, and insights from Customer Voices. Identify areas of opportunity and share with field leadership to create plan of action.
• Analyze outreach performance and activities by store to assess impact and ROI
• Leverage Real Estate dashboard and qualitative insights to help identify new store opportunities as well as assortment opportunities in each store.

Qualifications

• 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
• Expert in 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.