Digital Service Experience Associate

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

Elevation and Value Training, aimed at enhancing service offering and driving revenue through elevation. Introduce luxury product, selling and experience training to the Product Ambassadors and bridge the virtual separation​

Responsibilities

• Structured Onboarding: Enhance the onboarding process for new hires through the implementation of a structured and engaging program, ensuring a smooth transition into the organisation
• Unified Training Content: Ensure consistency in training content delivery across all centres to maintain a high standard of training quality
• Feedback Integration: Consolidate feedback from the digital team and both centres to inform and shape future training structures and schedules, fostering continuous improvement
• Content Creation: Collaborate in the creation of comprehensive training content and materials for all teams within the Centre of Excellence (CoE)
• Talent Identification and Tracking: Develop a system for identifying emerging talents and tracking the performance of individuals within the agent population
• Voice of the Employee Sessions: Conduct regular Voice of the Employee sessions to gather valuable feedback and insights, contributing to the enhancement of training programs
• Confident Delivery: Maintain a confident and engaging delivery of new training content on a day-to-day basis
• Material Organisation: Regularly review, maintain, and organise training materials to ensure accessibility and relevance
• Progress Monitoring: Implement a robust system for tracking and monitoring training progress across the CoE, ensuring timely adjustments as needed
• Trend Analysis: Utilise Voice of the Customer (VOC), feedback, observations, and other data sources to identify trends and opportunities in training, providing insights for continuous improvement
• Gamification Strategies: Integrate gamification techniques to enhance engagement and participation in training activities
• Brand Representation: Act as a representative of the brand, inspiring and motivating employees by sharing passion and enthusiasm for the company
• Talent Retention: Identify and nurture 'shining stars' within the campaign to foster talent retention

Experience, Skills and Knowledge:

• Strong analytical and data interpretation skills
• Understanding of contact centre operations with a customer service mindset
• Problem-solving mindset with attention to detail
• Ability to balance operational efficiency with customer satisfaction
• Detail-oriented with the ability to multitask and work under pressure
• Computer literate in all Microsoft packages with the ability to learn new skills
• A passion for our brand and understanding retail and general consumer buying behaviour