SP

Shalini Patel

Shalini Patel, Strategy Director - Customer Experience (CIX)



Professional Overview



Shalini Patel is an accomplished Strategy Director with extensive expertise in driving customer experience (CX) transformations. She currently leads the CIX strategy function at Ralph Lauren, where she is responsible for developing and implementing data-driven CX initiatives that enhance brand loyalty and drive business growth.

Experience Summary



Current Role



As the Strategy Director - Customer Experience (CIX) at Ralph Lauren, Shalini is responsible for crafting and executing the brand's CX strategy. She oversees a team of CX specialists and works cross-functionally to identify and address customer pain points, improve digital touchpoints, and implement innovative solutions that elevate the overall customer journey. Under her leadership, Ralph Lauren has seen a 15% increase in customer satisfaction scores and a 12% uplift in online conversion rates.

Career Progression



Prior to her current role, Shalini held various marketing and strategy roles at leading organizations, including Accenture Song, Weave Marketing, Krispy Kreme UK, and Tesco. As a Client Director at Accenture, she led large-scale marketing, strategy, and transformation projects for global clients, driving significant growth and operational efficiencies. Her earlier experience as a Marketing Consultant and Senior Marketing Manager provided her with a strong foundation in data-driven marketing, brand strategy, and customer insights.

Academic Background



Shalini holds a Bachelor of Business Administration (BBA) degree from the University of Manchester, where she graduated with Distinction. She is also a certified Lean Six Sigma Green Belt, demonstrating her commitment to process improvement and data-driven decision-making.

Areas of Expertise



  • Customer experience strategy and transformation

  • Digital marketing and e-commerce optimization

  • Data analytics and customer insights

  • Cross-functional leadership and stakeholder management

  • Change management and organizational transformation


Professional Impact



Throughout her career, Shalini has been recognized for her ability to drive tangible business impact through innovative CX strategies. At Krispy Kreme UK, she spearheaded a successful loyalty program that increased customer retention by 25% and drove a 18% uplift in average order value. As a Marketing Consultant at Weave Marketing, she helped clients achieve an average ROAS of 12:1 through data-driven marketing campaigns.

Conclusion



With a proven track record of delivering customer-centric solutions and driving measurable business results, Shalini Patel is a strategic leader who is well-equipped to guide Ralph Lauren's CX transformation and position the brand for long-term success in the ever-evolving retail landscape.