The Challenge
Tory Burch is a global luxury lifestyle brand built on empowering women and timeless design. You'll lead customer intelligence and CRM strategy to drive loyalty and lifetime value across a growing direct-to-consumer business.
Your Mission
Audit current CRM infrastructure, segmentation strategy, and customer data stack; identify gaps and quick wins
Establish baseline customer intelligence metrics (lifetime value, retention, engagement) across all channels
Define customer intelligence strategy and roadmap aligned with brand positioning and growth targets
Build alignment with marketing, e-commerce, retail, and product teams on CRM vision and priorities
Launch 2-3 high-impact loyalty or personalization programs driving measurable LTV lift
Implement enhanced customer segmentation and predictive analytics capabilities
Build customer intelligence dashboards and reporting cadence for executive visibility
Establish CRM governance, data quality standards, and cross-functional decision-making processes
KPIs You'll Own
Customer Lifetime Value (CLV)
Total revenue generated per customer; track growth and segment performance quarterly.
Email Engagement Rate
Open and click rates across segmented campaigns; baseline and optimize monthly.
Repeat Purchase Rate
Percentage of customers making 2+ purchases; measure by cohort and segment.
CRM Program ROI
Revenue generated from loyalty and personalization programs versus investment.
Customer Retention Rate
Percentage of customers retained period-over-period; track by acquisition channel and segment.
Tools & Stack
Your Team
Your Manager
CMO or VP of Customer Experience (not specified in posting)
Current Team
CRM and customer intelligence team (size not specified)
Backfill or expansion role (not specified)
The Package
Salary
$180K-$220K base
Variable
Performance bonus (typical 20-30% for luxury retail senior roles)
Remote
On-site in New York, NY
Benefits & Perks
Company Intelligence
Tory Burch is an American luxury lifestyle brand founded in 2004, known for casual elegance, innovative design, and empowering women. The brand includes ready-to-wear, handbags, footwear, accessories, jewelry, home, and beauty across global channels. The Tory Burch Foundation (established 2009) provides capital, education, and community to women entrepreneurs.
Founded
2004
Customers
Affluent, design-conscious women globally
Culture
Welcoming, inclusive, purpose-led; emphasis on dreaming, exploring, discovering, and having fun while driving impact
Is This Role For You?
- You obsess over customer data and translating it into strategy and executable programs
- You've driven measurable loyalty, retention, or LTV improvements in luxury, DTC, or retail brands
- You excel at cross-functional collaboration and building trust across marketing, commerce, and product teams
- You're a storyteller who makes data compelling to C-suite and creative teams alike
- You thrive in fast-growth environments where customer intelligence directly fuels business strategy
- You prefer hands-off roles; this requires active leadership, strategy, and execution across teams
- You're uncomfortable with or inexperienced in luxury, fashion, or DTC business models
- You lack hands-on CRM, marketing automation, or customer analytics experience
- You're unwilling or unable to work on-site in New York full-time
Interview Process
Phone Screen
Recruiter discusses background, CRM expertise, and fit with role requirements
Hiring Manager Interview
Deep dive into customer intelligence strategy, past successes, and approach to cross-functional leadership
Peer Interviews
Conversations with marketing, e-commerce, and product leaders to assess collaboration style
Executive Interview
CMO or VP-level conversation on strategic vision and alignment with brand growth priorities
Ready when you are
Interested in this role?
Apply now and hear back within days, not weeks.
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Context
About CRM & Lifecycle roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.