CRM & CIX Co-ordinator

Ralph Lauren
Full time Full day
London
Position Overview



As part of the new Global CIX organization, we are seeking a CRM/CX Co-ordinator to join the CRM function. The successful candidate will be a data and analytically minded individual who will help support in the develop and delivery of the Global CRM, Clienteling & CIX vision and strategy, and ensure its regional implementation and successes while elevating the Brand with a fashion and luxury sensitivity



Essential Duties & Responsibilities



To help transform our client experience through our global CIX, CRM vision and strategies. You’ll be supporting the team on the roll out and launch of exciting loyalty and CX transformational projects at a global level


  • Co-ordinate the roll out and development of customer experience journeys that drive retention and customer lifetime value.

  • Communicating and updating key performance indicators for newly launched initiatives.

  • Research innovations within the automation & personalization, CX, clienteling & retention space.

  • Support the scaling of key CIX project workstreams and roadmaps:


o Customer Segmentation: working with our CRM agency to deliver advanced level customer profiling, segmentation and personalization initiatives and models globally

o Loyalty Program: you’ll support on the development and launch of loyalty strategies incorporating intelligent customer segmentation and appropriate brand offering against different profiles and customer clusters

o Customer Journey Mapping & Orchestration: articulate, develop and activate high impact customer journeys across different marketing touchpoints

o Work cross functionally to drive our clienteling strategy and data requirements to advance this program

o Innovation: Identify new opportunities such as new ways of selling and driving digital/experiential innovation that connects with new and existing audiences


  • Work with our CIX Insights and Data Science team to create relevant insights helping you make decisions informed by our analytics and customer intelligence. Including updating measurement and KPI dashboards.

  • Work with regional CIX teams (EMEA, US, APAC) to help communicate the global vision and objectives.


Experience, Skills & Knowledge




  • You’ll have ideally worked in a strategic Marketing role clientside or with an agency or consultancy – having had exposure to CRM and customer strategies, you may have Loyalty program and CX experience in previous roles.

  • You typically make the link between data insights and decisions within a retail company or relevant consulting agency, FMCG group, tech company.

  • Experience of supporting the delivery of complex CRM project delivery.

  • Track record of working successfully in partnership with internal stakeholders and managing external suppliers.

  • Direct experience within a retail landscape – understanding of best practice clienteling and advocate of luxury customer service and experience.


Keen to move beyond tactical CRM and develop new ideas and strategies to drive CLTV, focused around advanced modelling, data science and technologies


  • Has supported teams on Launching CRM/CX project delivery and scoping – very organized, with great attention to detail.

  • Excellent written and verbal communication including well structured presentations Analytical and quantitative skills, strong attention to detail, and an ability to use data and metrics to back up assumptions.

  • Pro-active and strong team player.


Experience: 2-4 years+ in a relevant CRM, CX or strategic marketing function



CRM & CIX Co-ordinator

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