• Management experience in CRM – leading a team and creating customer strategies.
• Articulate thoughts eloquently for multiple levels of management.
• Strong understanding of the Ralph Lauren brand and enthusiastic willingness to learn.
• Ability to see from the customers’ perspective and serve as their advocate.
• Strong analytical abilities and attention to detail.
• 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.

The Director, Customer Intelligence will develop and lead customer insights across the NA region. Reporting to VP, NA Customer Intelligence, this individual will be a key contributor to delivering customer insights across all channels in the region to inform business and marketing strategies. By leveraging customer data across all marketing touchpoints and developing models for segmentation, the individual will play an integral role in developing and owning the marketing strategy to build, grow and evolve customer engagement across the organization.

Essential Duties & Responsibilities:

• Build new customer-facing capabilities to drive data capture, engagement, and business impacting marketing results.
• Leverage customer data to assist in creation of marketing strategies to more profitably drive traffic and conversion, grow the customer file and more accurately track performance.
• Work closely with CRM agency to develop targeted segmentation and journey orchestration to build engagement across all channels.
• Develop customer insights through advanced analytics to answer key business decisions and opportunities for growth.
• Establish customer-centric KPI’s across all channels in the region.
• Lead the creation, launch and reporting of a multi-channel loyalty program to build customer engagement and retention with the brand within the coming year.
• Develop customer goals by channel from the bottom up to inform financial sales plans and incorporate these goals in regular reporting.
• Responsible for forecasting incremental sales generated from all customer marketing programs and consumer segments on Monthly, Quarterly and Annual basis.
• Identify opportunities to grow profitable customer acquisition and reactivation – (ie. Reengage lapsed customers, cross-channel shopping, welcome program, tourist program, etc.).
• Integrate top of funnel media campaigns into the full funnel marketing plan to optimize results and engagement as well as inform a targeted segment for acquisition.
• Develop a system to link ‘big data’ with customer data sources – democratizing data and creating more know how based on transactional and non-transactional customer behavior.
• Investigate and manage external corporate partnerships as a main source of acquisition for the region.
• Establish customer insight capabilities to improve marketing ROI.
• Develop strong partnerships with cross-functional and inter-company peers.

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