Summary
The Manager, Product Management Customer Experience represents North America digital customer experience priorities within Ralph Lauren's global eCommerce product ecosystem. This role turns customer insights, business priorities, and performance data into recommendations that improve digital journeys, conversion, retention, and customer satisfaction.
Responsibilities
- Represent North America priorities in the global digital product roadmap and define the business rationale and success measures for customer experience initiatives.
- Develop business cases, opportunity assessments, prioritization recommendations, and performance analyses.
- Translate regional business needs into requirements, customer use cases, acceptance criteria, and desired outcomes.
- Partner with product, technology, and business teams on discovery, planning, testing, launch readiness, and post-launch optimization.
- Use analytics, customer insights, competitive research, and stakeholder input to identify experience improvements.
- Support business validation, user acceptance testing, change management, and policies related to shipping, delivery, order visibility, and service expectations.
Requirements
- At least 4 years of experience in eCommerce, digital product management, customer experience, digital strategy, or a related role.
- Strong understanding of digital commerce, customer journeys, and the drivers of conversion, engagement, retention, and satisfaction.
- Experience translating business needs and customer problems into requirements, use cases, success metrics, and prioritization recommendations.
- Analytical skills and experience using data, customer insights, testing results, and financial or performance metrics.
- Strong cross-functional collaboration, communication, stakeholder management, organization, and problem-solving skills.
- Familiarity with A/B testing, experimentation, personalization, customer research, and performance optimization.
