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, and Club Monaco, among others, constitute one of the world's most widely recognized families of consumer brands.
Who we are :
The Ralph Lauren Corporation, a global leader in luxury fashion and design.Our Global Development Center (GDC) is focused on building high-quality technology solutions to enhance the business & customer experience across channels and geographies.
TEAM SPIRIT / GOALS :
Your main responsibility is to make things just work. As the point of contact for Wholesale sales executives, you will directly support end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.
Sales-associates & teams will rely on you and your team to keep everything up and running.
Based on your experience, functional, technical and process knowledge, you will proactively identify bottlenecks in the sales process and find ways to reduce them to make the sales machine go faster.
Ultimately, your goal is to increase the wholesale sales productivity by simplifying processes, giving Sales more time to focus on what they do best sell.
The DevOps Lead, Wholesale Sales Application - is a role that will primarily enable the business and application operations including any on-going enhancements from the GDC.
The successful candidate will be a hand-on, abstract and creative thinker who thrive on tackling difficult challenges.
Essential Duties & Responsibilities
Understand the direction for Ralph Lauren’s Sales journey to enable the Sales Tools and capabilities by working closely with the Product leads (EMEA region) to deliver improved customer experience.
Essential Duties & Responsibilities :
Real time support for customer facing application, through emails, calls, live chat, online meeting to end users.
Respond to customer support requests and assist fellow teammates when needed.
Ensuring consistent day-to-day maintenance
Prioritize incidents based on impact and urgency.
Balance multiple enhancement and incidents at the same time in a fast-paced environment.
Ensure proper incident responses, handling, closures and proper communications.
Create knowledge articles and business documentation for troubleshooting.
Provide and support recommendations for improved procedures and policies
Identifying and driving continuous improvement initiatives
Develop relationships with team members in the business and on other technical teams
Partner with the Sales team to provide user support in terms of change management, training and issue management activities
Define key metrics and goals for employee and customer satisfaction
Design, Configuration & Testing :
Oversee requirement gathering with cross functional business teams.
Capture & document business processes, functional & data requirements and be able to communicate with the technical resources.
Participating in code reviews and providing improvements to on-going performance & scalability.
Create and execute test plans & scripts, document issues and track progress at resolving issues
Participating in Release activities to help ensure quality deployments into production.
Experience, Skills & Knowledge
Education and Experience
Bachelor’s degree in Supply Chain, Computer Science, Mathematics, Engineering, or related field. Master’s preferred
At least 8 years or more of work experience in technology or supply-chain.
At least 4+ years of experience working in cross-functional teams and collaborating with business stakeholders in Retail / Fashion / Luxury / Sales / Manufacturing / Consumer Goods, as a Technical Lead or experienced developer (hand-on) in agile environment.
At least 4+ years of experience in a lead position for real time customer facing applications and demonstrable experience in delivering a quality operational service to customers
At least 1-2 years of experience working with B2B or B2C commerce platform, like NuORDER, Salesforce B2B Commerce Cloud, JOOR is a plus
Prior experience working across Regions, especially in Europe, is a plus
Interpersonal Skills and Characteristics
Customer orientated and focused on service quality with strong interpersonal skills comfortable at interacting with colleagues at all levels
Is a confident, energetic self-starter, with strong interpersonal skills and Excellent problem-solving skills
Strong ability to lead by example and demonstrate proficiency in both product and supply-chain domain
Strong experience in supporting and working with cross-functional teams in a dynamic business environment.
Has good judgment, a sense of urgency and has demonstrated commitment to high standards of ethics, regulatory compliance, customer service and business integrity.
Experience in effectively communicating with all levels of internal leadership; able to effectively present reports, ideas and recommendations to product owners and external parties.
High attention to detail
Experience in building a team of strong performers, security conscious, lead urgent issues / coordinate across support teams.
Capacity to communicate complex technical issues and solutions in a clear, simple and understandable way.
Functional Knowledge / Skills
At least 2-4 years of experience with Sales processes and prior experience with Wholesale sales applications is a MUST
Proficient in the use of Microsoft Excel / PowerPoint for analysis and presentation
Experience working with Service now application
Agile experience, Scrum Master, Six Sigma / Lean practitioner, Kanban is a plus