Ralph Lauren Clientelling Solution & Implementation Manager

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
Job Purpose The Clienteling Solution & Implementation Manager is responsible for driving the end-to-end deployment, enhancement, and adoption of clienteling solutions across the HMT. This role ensures that business requirements, customer experience needs, and operational goals are fully translated into effective tools, training, and governance frameworks. The manager will lead system design, rollout planning, UAT, campaign enablement, training, and performance analytics to strengthen customer engagement, maximize user adoption, and support business growth through data-driven clienteling excellence.

Essential Duties & Responsibilities
Key Responsibilities 1. Clienteling Solution Design & Governance
* Lead the design, enhancement, and localization of clienteling tools and features.
* Provide feedback on prototypes and support UX/UI requirements.
* Establish and govern SA assignment rules, customer segmentation logic, and business rule frameworks.
* Configure and manage customer interaction tagging systems.
* Oversee system permissions, device management, and overall solution governance.
* Consolidate market feedback and recommend enhancements to global teams. 2. Campaign / Content Strategy & Execution
* Design and set up test campaigns for pilot and launch phases.
* Create reusable content templates and manage outreach assets.
* Build and maintain targeted client lists and ensure data readiness.
* Localize client lists, tagging, and assets for upload to the backend.
* Monitor campaign execution and performance.
* Ensure compliance with communication and brand guidelines.
* Amplify and adapt global and local clienteling assets for market use. 3. Analytics, Planning & Performance Management
* Define clienteling success metrics and lead KPI monitoring.
* Conduct pilot and ongoing performance analysis with actionable insights.
* Develop and maintain clienteling best practices and operating models.
* Drive data analysis, reporting, and dashboarding needs.
* Support budget planning and cost control related to clienteling program activities. 4. Training, SOP & Change Management
* Develop and execute comprehensive training programs, including materials, user guides, and SOPs.
* Partner with retail operations to nominate and train in-market "train-the-trainer" champions.
* Conduct in-store training and provide ongoing user support.
* Lead change management, including communication plans and adoption-focused initiatives.
* Monitor adoption rates and design continuous improvement actions. 5. Market Deployment, UAT & User Experience Optimization
* Manage full pre-pilot and pilot deployment processes across markets.
* Secure resources and coordinate UAT planning and execution.
* Validate product features, data accuracy, and readiness for launch.
* Conduct user research, usability testing, and identify friction points.
* Develop user flows, customer journey maps, and experience improvement recommendations.
* Oversee device set-up, test environments, and rollout readiness.

Experience, Skills & Knowledge
Requirements Education & Experience
* Bachelor's degree in Business, Marketing, Information Systems, or related fields.
* 6-10 years of experience in retail operations, CRM, clienteling, digital product management, or customer experience roles.
* Proven experience managing technology deployments, UAT cycles, and/or system rollouts in multi-market environments.
* Experience in luxury retail, premium lifestyle, or omnichannel CRM preferred. Technical & Functional Skills
* Strong understanding of CRM, clienteling platforms, and customer data models.
* Proficient in campaign setup, segmentation, tagging, and content management.
* Strong analytical skills with ability to translate data into insights and actions.
* Familiar with UX/UI concepts and user journey mapping.
* Experience with training development and change management programs.
* Solid project management capabilities with ability to coordinate cross-functional stakeholders. Soft Skills
* Excellent communication and stakeholder management abilities.
* Structured, detail-oriented, and able to prioritize in fast-paced environments.
* Strong problem-solving skills and proactive mindset.
* Comfortable working with both global teams and local markets.
* Collaborative team player with strong ownership and accountability.