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Ref #
W177181
State/Region
Kowloon
Department
Retail Stores
Location
Hong Kong SAR
City
Tsim Sha Tsui

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 Head of APAC Clienteling & CIX is responsible for driving the strategic direction, executional excellence, and cross-functional coordination of all Clienteling and Customer Experience (CIX) functions across the APAC region. This includes 1:1 client development, CRM lifecycle management, omnichannel customer journey optimization, MarTech evolution, and AI-enabled personalization. This role ensures alignment with global strategic frameworks while tailoring initiatives to APAC market needs.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. Strategic Leadership & Regional Vision 

  • Define APAC’s integrated client engagement strategy across clienteling (1:1), CRM (1:Many), and experience. 
  • Ensure strategic alignment with global CIX leadership and APAC commercial goals. 
  • Develop a region-wide roadmap for personalization, segmentation, omnichannel enhancements, and AI-powered customer engagement capabilities. 
  • Identify opportunities to embed AI across clienteling and CRM workflows to improve scale, efficiency, and performance. 

2. Clienteling & HNW/VIC Development (1:1) 

  • Lead the development of clienteling frameworks, toolkits, and KPIs across markets. 
  • Strengthen HNW and VIC portfolios through elevated service models and targeted outreach. 
  • Ensure consistent deployment and adoption of clienteling tools and platforms. 
  • Introduce AI-assisted tools to enhance client advisor productivity and personalization. 
  • Partner with Retail leadership to reinforce customer-first service culture through human + AI enablement. 

3. CRM & Lifecycle Leadership (1:Many) 

  • Oversee all CRM channels including email and regional communication platforms such as LINE and Kakao. 
  • Lead customer lifecycle strategy covering acquisition, onboarding, retention, reactivation, and churn prevention. 
  • Manage segmentation, frequency, testing, and creative standards. 
  • Partner with global CRM teams on AI-based predictive scoring, dynamic segmentation, automated journey orchestration, and content generation tools. 
  • Accelerate adoption of data and AI-driven personalization at scale. 

4. Omnichannel Experience & Journey Optimization 

  • Define end-to-end customer journeys across retail, ecommerce, and clienteling touchpoints. 
  • Lead cross-functional groups to enhance the omnichannel experience using in-store tech, personalization modules, and AI-driven recommendations. 
  • Establish governance frameworks for journey mapping, testing, and continuous improvement. 
  • Expand use of AI-powered journey orchestration, including automated triggers and adaptive personalization. 

5. Data, Analytics & Personalization 

  • Oversee APAC Datalake health, integrity, and compliance. 
  • Drive adoption of AI/ML models for churn prediction, lifetime value forecasting, propensity scoring, and next-best-action engines. 
  • Guide the Data & Analytics team to embed insight-driven decision-making. 
  • Influence MarTech roadmap (CDP, ESP, clienteling tools, generative AI solutions). 
  • Build AI governance standards ensuring responsible, transparent, and compliant use. 

6. Leadership, Team Development & Stakeholder Collaboration 

  • Lead a multidisciplinary team across clienteling, CRM, and analytics. 
  • Establish clear expectations, development plans, and AI upskilling pathways. 
  • Build strong partnerships with Retail, E-Commerce, Marketing, Planning, and Global CIX. 
  • Serve as the senior advisor on customer strategy for all APAC markets. 

EXPERIENCE, SKILLS & KNOWLEDGE

REQUIRED EXPERIENCE 

  • 10+ years in CRM, CX, clienteling, loyalty, or luxury/premium retail roles. 
  • Regional APAC leadership experience across multiple markets. 
  • Strong understanding of client development, HNW expectations, and luxury service models. 
  • Experience managing CRM platforms, CDPs, MarTech tools, and personalization engines. 
  • Familiarity with AI/ML applications in CRM, marketing automation, predictive analytics, and customer insights. 
  • Strong cross-functional leadership experience. 

KEY COMPETENCIES 

  • Strategic thinking with operational excellence. 
  • Customer-centric mindset with strong commercial acumen. 
  • Data- and AI-driven decision making. 
  • Effective communication and influence across markets. 
  • Ability to lead and inspire multidisciplinary teams. 
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