VP CRM and Loyalty

JOB SUMMARY

The Sr. Director / VP of CRM & Loyalty will lead Global & NA customer strategy & initiatives across the organization to attract, engage, and retain customers. Overseeing a team and various marketing functions (CRM, Loyalty, Email, Clienteling), this highly strategic operating role will drive engagement, retention, and lifetime value through personalization and targeted marketing efforts across the customer journey. The role will report to the Chief Marketing Officer / Chief Digital Officer, be a senior member of marketing leadership, and act as the leading advocate for our customers across the company.

JOB DESCRIPTION

The role will:

• Evangelize customer segmentation & associated engagement strategy across the organization, mobilizing across marketing channels and business units to deliver an integrated, cross-channel playbook
• Oversee testing of different customer segmentations, customer journey hypotheses, and creative approaches with the goal to drive incremental revenue
• Develop and manage the omnichannel promotions strategy, working with cross-functional teams to refine and optimize based on customer insight, business needs, competition and analytics, achieving greater financial returns along with customer engagement and retention
• Foster an integrated omnichannel experienceby unlocking clienteling as a CRM lever to increase frequency in stores for local customers
• Establish loyalty strategy to drive overall customer lifetime value across stores and online, integrating the brand mission and values into key benefits and storytelling
• Maximize productivity of the email channel through the continuous testing and optimization of audience, timing, frequency and messaging
• Partner with the Creative team to develop customer-centric, elevated assets that connotes the brand positioning and drives engagement
• Identify opportunities for process improvement to drive higher efficiency and maximize impact
• Partner with Product and IT teams to ensure tech stack delivers on customer data quality, personalization management, and marketing scalability
• Establish global centers of excellence across CRM, loyalty, and email, dedicated to creating best practices and providing strategic support to the regions
• Lead and inspire a high performing team of marketers to have a test and learn mentality and be customer-focused, innovative, fast-moving and results-oriented
• Responsible for CRM & Loyalty budget & revenue and the ROI of customer engagement initiatives

Qualifications

• 10+ years of relevant marketing experience (CRM, retention, loyalty) within consumer brand, fashion/apparel, or marketing/consulting agency
• Results-driven marketer with exceptional strategic and analytical skills
• Strong time management and prioritization skills
• Proven record of developing strong partnerships cross functionally to drive topline growth
• Proactively initiates changes to improve work processes and ability to work with ambiguity
• Inclusive people leader with a track record of developing talent to drive impact
• Excellent presentation, organization & communication skills
• BA/BS required, MBA preferred
• Global experience working with regional partners preferred
• Represent, nurture and sustain the Tory Burch culture and values

Equal Employment Opportunity Statement

Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual's age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Disability Accommodation

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact talent@toryburch.com .

Equal Employment Opportunity Statement

Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual's age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Disability Accommodation

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact talent@toryburch.com .