Head of Global Consumer Experience & Mobile

Position Overview

Ralph Lauren Digital seeks an innovative, commercially minded, and deeply consumer-centric Head of Global Consumer Experience & Mobile to continue to elevate our global consumer experience, lead our mobile app expansion, and establish a CX & Mobile Center of Excellence. This role is a strategic anchor in our Next Great Chapter: Accelerate strategy— shaping our global consumer experience vision, driving mobile-first growth and enabling commercial teams to deliver desired outcomes.

As mobile app continues to be the fastest-growing platform for consumer engagement and commerce, this leader will drive the global mobile app P&L, support define the roadmap for app innovation, and build the capabilities needed to scale mobile performance across North America, EMEA, and APAC. This role will serve as centralized owner of global consumer experience, responsible for creating the standards, frameworks, and insights that unify the brand’s end-to-end experience while considering regional needs and nuances in close partnership with Global Product Management, Digital Strategy & Innovation, Digital Design & UX, and Regional Digital Commerce teams.

Embedding AI-driven capabilities—from personalization to agentic commerce, service experiences, and next-generation experiences —into both the mobile app and the broader consumer experience ecosystem is a key area of focus for the organization.

This role requires a visionary leader who blends strategic thinking, commercial acumen, digital innovation, strong cross-functional partnership, and a deep passion for serving consumers through beautifully crafted experiences.

Essential Duties & Responsibilities

1. Global Mobile App Strategy & Expansion

• Drive the global mobile app strategy, roadmap, and P&L—driving growth in traffic, conversion, engagement, and app-driven revenue with Regional Digital Commerce leaders.

• Define the expansion plan for new markets considering business and commercial priorities with Regional Digital Commerce leaders.

• Set the global vision for a mobile-first consumer journey, ensuring mobile capabilities consistently lead and inspire broader ecosystem evolution in partnership with Product Management and Digital Design & UX.

• Establish mobile KPIs, financial targets, investment frameworks, and performance management rigor.

• Leverage data, analytics, and AI-driven insights to optimize user acquisition, retention, lifetime value, and overall performance.

2. Mobile Center of Excellence (CoE) Leadership

• Build and lead a Global Mobile Center of Excellence to standardize best practices, accelerate delivery, and scale innovation across regions.

• Partner closely with Product, Innovation, Program Management, Engineering, Digital Design, and Regional Digital Commerce teams to deliver high-quality app launches, upgrades, and new features.

• Develop reusable frameworks, toolkits, training, and governance models that elevate mobile maturity globally.

• Advance the mobile platform architecture and technology stack in collaboration with Global Consumer Technology.

• Ensure global app store management, optimization, and ratings improvement

3. Global Consumer Experience Ownership

• Serve as the central point of ownership for the global consumer experience, defining the vision, strategy, and standards for how consumers engage with Ralph Lauren across channels in partnership with Global Product Management, Digital Design and Regional Digital Commerce teams.

• Create a unified experience framework that ensures consistency and brand excellence, while still enabling localization for regional needs, regulations, behaviors, and cultural nuances.

• Partner with Regional Consumer Experience teams to consolidate insights, align priorities, and shape a single global voice for experience development.

• Translate global insights for future features, journeys, and experience capabilities that drive measurable business impact.

4. AI-Driven Experience Innovation

• Integrate AI-driven personalization, conversational interfaces, agentic commerce, predictive intelligence, and content automation into both mobile and global consumer experiences in partnership with AI CoE, Digital Strategy & Innovation and Global Product Management.

• Partner with internal AI teams (AI CoE, Data Science, Product, Engineering) to identify opportunities where AI accelerates experience quality, operational efficiency, or commercial impact.

• Identify emerging technologies and evaluate their potential to evolve how consumers discover, shop, learn, and engage with the brand.

5. Team Leadership & Talent Development

• Lead and mentor a high-performing global team across Mobile & CX.

• Attract, develop, and retain top digital, mobile, and consumer experience talent.

• Foster a culture that reflects Ralph Lauren’s values.

Experience, Skills & Knowledge

Experience & Education

• Bachelor’s degree in Business, Technology, Engineering, or related field

•10+ years in digital, mobile, or consumer experience leadership roles across global organizations

• Proven success scaling mobile app capabilities, P&L ownership, and leading cross-functional digital initiatives

• Experience operating in both global and regional environments

Leadership & Strategic Skills

• Demonstrated P&L and financial ownership

• Ability to drive enterprise-level change and influence senior-level stakeholders

• Strong strategic planning and commercial acumen

• Executive-level communication and storytelling

• Proven success building Centers of Excellence or similar global operating models

Technical & Functional Expertise

• Deep understanding of iOS/Android ecosystems, mobile architecture, and mobile lifecycle management

• Experience with AI, machine learning, personalization engines, or large-language-model–driven experiences

• Strong knowledge of UX/UI principles, CX frameworks, and digital product management

• Expertise in analytics, experimentation, and data-driven optimization

• Understanding of mobile commerce, payments, identity, messaging, and push architectures

Ability to travel: Global travel required to support regional launches, alignment, and cross-market experience development.

Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws. Please note background checks will be evaluated individually.