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Job Details:
Position Name : Mobile App Customer Experience Manager
Location: New York, NY
Job ID : dd59433706cbb8c5
Description : Position Overview
Ralph Lauren is looking for an experienced, customer-centric, and results oriented Mobile App Manager to help grow and manage our recently launched Ralph Lauren App. The Mobile App Customer Experience Manager will support the day-to-day operations of the RL App by managing the Apple and Google Play Store pages, analyzing performance data to find trends and areas for improvement, and representing the RL App customer in defining business requirements and planning cross-channel initiatives. The ideal candidate has a background in data analysis, prior experience growing a mobile app business either as a Product Manager or business stakeholder, and experience navigating and managing the Apple and Google Play App Centers.
Essential Duties & Responsibilities
Manage the Ralph Lauren App store pages in the Apple and Google Play Stores.
o Partner with Marketing to create and manage test store and event pages
o Analyze app store metrics, looking for anomalies and trends
o Respond to customer feedback in partnership with our contact center teams
Synthesize App data using Adobe Omniture & App store analytics to identify performance trends
Partner with the Product Management to define business requirements for App impacting initiatives
Participate in roadmap prioritization, development, and implementation
Perform competitor analysis and stay consistently up to date on Mobile App industry trends
Perform business user testing for all new App functionality to ensure requirements are executed
Experience, Skills & Knowledge
Experience working on mobile apps as either a product manager or business lead preferred
Highly analytical with a strong ability to synthesize data into concise talking points
Excellent communication skills both written and verbal
Customer focused and driven to consistently optimize for the best possible customer experience
Mobile App Customer Experience Manager
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