Customer Insights Analyst - EU Market
Ralph Lauren
London, London, United Kingdom
3d ago

Company Description

What began almost 50 years ago with a collection of ties has grown into an entire world, redefining the American style. Ralph Lauren has always stood for providing quality products, creating worlds and inviting people to take part in his dream and his lifestyle.

Building on the brand’s continued success, Ralph Lauren is multiplying the initiatives to further strengthen its European presence with a strategy geared towards locations that reflect the vision and philosophy of the Ralph Lauren brand.

Position Overview

We are seeking a passionate and highly motivated individual to join the Omni-Channel EMEA Customer Insights team. Reporting into the Customer Insights Senior Manager, the successful candidate will be responsible for supporting the team in the execution of quantitative and qualitative customer analysis on E-commerce.

Essential Duties & Responsibilities

CUSTOMER REPORTS AUTOMATION

Support in automating and running the customer reports on a recurring basis for E-commerce to support Senior Leadership decisions

  • Customer Performance Reports : recurring view on the performance of different customer value segments, on customer acquisition and retention, on brand and store purchases and on customer profiles
  • Satisfaction Reports : recurring view on the customer and browser’s profiles and demographics, on drivers of satisfaction and on barriers to purchases
  • External data agency : other responsibilities will include the provision of various reports from external agency(s), leading the relationship with those external stakeholders to ensure effective measurement of the customer journey from lead generation through to purchase
  • DEEP DIVE CUSTOMER PERFORMANCE ANALYSIS

    Execute customer performance deep-dive analysis to address key Business questions and challenges

  • Quantitative, transactional based analysis : specific profile, segment, channel or store performance analysis from a customer standpoint to support the understanding of new Business challenges
  • Qualitative based analysis : find additional possible explanations for Business challenges within the current set of qualitative feedback from customers and browsers
  • ANALYSIS ON THE APPLICATION OF ADVANCED AI CLUSTERING MODELS

    Reporting on the new advanced AI CRM program results (Email targeting)

  • Assess the customer performance and incremental value long term of the AI programs
  • Flag improvement areas to the CRM team
  • Support in developing long term tracking reports on customer segment migrations
  • Experience, Skills & Knowledge

    Educational Qualifications

  • Educated to degree level in a numerate subject, e.g. Mathematics, Engineering, Statistics, Physics
  • Previous Experience

  • A first experience in Consulting, Customer Insights, within a digital environment
  • A background in using data within marketing and / or CRM
  • Fashion / Luxury environment a plus
  • Person Specification

  • Proven analytical skills with the ability to collect, analyze and disseminate significant amounts of information with attention to detail and accuracy
  • Experience in manipulating data through advanced quantitative methods : data models, statistics
  • Experience in presenting insights to non-technical stakeholders
  • Excellent planning and organizing skills with a drive for results, problem solving and action oriented
  • Team player with excellent interpersonal and communication skills (both verbal and written)
  • Quick learner, with a taste for discovering new softwares and spotting data inconsistencies
  • Software Experience

  • Fully fluent in MS Office applications, especially Excel and Powerpoint
  • Experience in SQL and Tableau tool a plus
  • Customer Insights Analyst - EU Market

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