CIX Associate, Customer Journey — New York, NY

anctF YNw3WR Kan9UePqEQ2 (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, bagWM wxuszU'2 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 CxNq4 QDjUaY, Z7xXw 4AdPCP xjaxV8CYKJ, xdueK AF2JtJ UgkrUa Label, Polo CxNq4 QDjUaY, Double RL, scha8D zC7HM W9P66J, Polo tn8VM FY9NQz 8utm6T3D, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At CxNq4 QDjUaY, 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.

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The Associate, Customer Journey, CIX role supports with designing and enabling connected customer experiences across the customer lifecycle. This individual will help translate customer insights, audience strategies and business objectives into actionable journeys across marketing channels. The individual will play an integral role in advancing audience intelligence and insights, promoting an integrated customer journey across channels through advanced journey orchestration, and advancing our capabilities within our current and future marketing technology systems to deliver more relevant and personalized customer experiences.

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Customer Journey Strategy & Execution

• Support development and optimization of lifecycle journeys across acquisition, onboarding, engagement, retention, reactivation and loyalty.

• Help define journey requirements, audience criteria, triggers, suppression logic and personalization strategies.

• Coordinate execution of automated and campaign-based customer experiences across email, SMS, app, web and future channels.

• Document customer journeys, business rules, customer touchpoints and operational processes.

• Partner with CRM and campaign teams to ensure journeys align to business objectives and customer needs.

Audience & Segmentation Support

• Build and validate audience definitions using customer attributes, behavioral signals, lifecycle stages and predictive models.

• Support audience testing, QA and campaign readiness activities.

• Help manage audience governance, naming conventions and documentation.

• Collaborate with analytics and data teams to improve segmentation strategies and targeting effectiveness.

• Assist with migration and adoption of new audience capabilities within the CDP ecosystem.

Marketing Technology Enablement

• Support day-to-day use and optimization of marketing platforms including CDP, ESP, SMS and journey orchestration tools

• Translate business requirements into platform configurations and operational workflows

• Assist with testing, validation, troubleshooting and launching activities for new capabilities and integrations

• Partner with internal and external technology teams to improve data availability, activation and customer experience delivery

• Maintain documentation for platform processes, audience logic and journey activation procedures

• Develop strong partnerships with cross-functional and inter-company peers

Salary range: $62,000 - $95,935 annually,

Experience

• 2-4 years of experience in CRM, Marketing, Lifecycle Marketing, Customer Journey Management, or Marketing Operations.

• Hands-on experience working with CRM, email, CDP and/or marketing automation platforms. Experience with Zeta, Bluecore, Salesforce, Adobe or similar is a plus.

• Working knowledge of customer segmentation and audience development including behavioral, transaction, lifecycle and profile-based targeting.

• Experience supporting multi-step or automated customer journeys, including triggers, eligibility criteria, personalization and suppression/exclusion rules.

• Experience in campaign QA and validation.

• Familiarity with SQL, Snowflake, Tableau or a similar tool is a plus but not necessarily required.

• Strong documentation skills with experience creating process flows, business rules and requirements, journey maps or operating procedures. Experience with Figma is a plus.

• Experience in A/B or multivariate testing a plus.

Skills/Behavior

• Ability to articulate ideas clearly and confidently across multiple levels within the organization.

• Strong understanding of the CxNq4 QDjUaY brand and enthusiastic willingness to learn.

• Ability to see from the customers’ perspective and serve as their advocate.

• Demonstrated critical thinking and problem-solving skills with an ability to distill complex information and develop clear, data-driven recommendations and business decisions.

• Collaborative team player with experience working effectively across business functions and driving results.

• Excellent written and verbal communication skills; ability to present complex information in an easy-to-understand manner with clear recommendations based on data insight.

• Adaptable and comfortable navigating changing priorities, evolving processes and new ways of working.