Clienteling Manager 1:Many, APAC

Ref#: W177188

Department: Retail

City: Tsim Sha Tsui

State/Province: Kowloon

Location: Hong Kong SAR

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

The Manager, Clienteling (1:Many / CRM), APAC is responsible for executing and operationalizing regional CRM and lifecycle programmes across APAC markets. The role focuses on campaign execution, lifecycle activation, performance tracking, and market enablement, supporting scalable and data-driven customer engagement while ensuring brand consistency and commercial impact.

Role Scope & Accountability

• Supports execution of APAC CRM and 1:Many clienteling strategies
• Responsible for campaign delivery, communication calendars, and CRM operations
• Oversees day-to-day CRM performance tracking and optimization
• Acts as key interface between regional CRM strategy and market execution teams

Essential Duties & Responsibilities

Key Responsibilities:

• Execute regional CRM campaigns across Email and key APAC messaging platforms (e.g. LINE, Kakao)
• Manage CRM communication calendars aligned to trading moments, brand initiatives, and lifecycle programmes
• Support peak trading execution and rapid pivots in response to business needs
• Ensure campaigns are delivered on-time, on-brand, and to agreed standards
• Activate lifecycle journeys including onboarding, engagement, retention, reactivation, and churn prevention
• Execute automated and triggered journeys in partnership with CRM, Data, and Technology teams
• Monitor CRM performance against KPIs and support insight-led optimisation
• Collaborate with Retail, Clienteling (1:1), Marketing, E-Commerce, Planning, and IT teams

Performance Tracking & Optimisation

• Track engagement, conversion, retention, and revenue contribution metrics
• Support reporting and regional performance reviews
• Translate insights into practical execution improvements
• Support optimisation of segmentation, frequency, and channel mix

Segmentation, Personalisation & Data Execution

• Execute segmentation and targeting logic based on regional frameworks
• Support personalised and AI-enabled CRM campaigns including dynamic content
• Monitor database health, engagement levels, and data quality
• Support data capture and enrichment initiatives

Market Enablement & Collaboration

• Support markets with CRM execution guidance, templates, and best practices
• Act as regional point of contact for CRM execution queries
• Coordinate with agencies, vendors, and internal teams on CRM delivery

Experience, Skills, and Knowledge

Requirements:

• 5–8 years experience in CRM, lifecycle marketing, CX, or digital marketing
• Experience executing CRM campaigns and automated journeys
• Exposure to regional or multi-market CRM operations preferred
• Strong operational discipline, organisational skills, and attention to detail
• Data-literate with ability to interpret CRM performance metrics