---
type: JobPosting
title: Sr. Director, Customer Intelligence & CRM
company: TORY BURCH
category: crm-lifecycle
seniority: SENIOR
contractType: FULL_TIME
remote: ONSITE
location: New York, NY
salaryMin: 180000
salaryMax: 240000
salaryCurrency: USD
market: USA
postedAt: 2026-06-02
applyUrl: "https://toryburch.wd1.myworkdayjobs.com/en-US/toryburchcareers/job/New-York-NY/Sr-Director--Customer-Intelligence---CRM_R0027010?source=LinkedIn"
canonical: "https://www.growthtalent.org/emplois/crm-lifecycle/tory-burch/sr-director-customer-intelligence-crm-tory-burch"
---

# Sr. Director, Customer Intelligence & CRM

**TORY BURCH** · New York, NY

<!--rich-->{"tags":["Luxury Retail","CRM & CDP","Customer Data","NYC On-site","$180K-$240K","Senior Leadership"],"challenge":"Tory Burch is a global luxury lifestyle brand on an exciting growth journey. You'll own customer intelligence and CRM strategy to drive loyalty, lifetime value, and personalized experiences across a multi-category business (ready-to-wear, handbags, beauty, home).","objectives3m":["Audit current CRM tech stack, data infrastructure, and customer segmentation to identify gaps and quick wins","Build alignment with marketing, commerce, and retail leadership on customer intelligence roadmap and 12-month priorities","Define 3-5 critical KPIs for customer lifetime value, engagement, and retention tied to business growth targets","Establish governance framework for first-party data collection, activation, and measurement across channels"],"objectives6m":["Implement advanced segmentation and predictive modeling to identify high-value customer cohorts and churn risk","Launch 2-3 data-driven loyalty or personalization programs that improve repeat purchase rate or AOV","Consolidate customer data across retail, e-commerce, and beauty channels into unified customer view","Present quarterly business reviews to C-suite with customer intelligence insights driving strategic decisions"],"kpis":[{"metric":"Customer Lifetime Value (CLV)","description":"Track total revenue per customer segment over time to optimize acquisition and retention spend."},{"metric":"Repeat Purchase Rate","description":"Measure percentage of customers making 2+ purchases; directly tied to loyalty program effectiveness."},{"metric":"Email Engagement & Conversion","description":"Monitor open rates, click-through rates, and revenue-per-email from CRM campaigns by segment."},{"metric":"Customer Retention Rate","description":"Track churn and cohort retention to measure loyalty program and personalization impact."},{"metric":"Data Activation Rate","description":"Percentage of audience segments leveraging first-party data for personalized campaigns vs. bulk sends."}],"tools":["Salesforce","CDP/DMP platform","Email marketing platform","Analytics (Tableau/Looker)","SQL/Python","Google Analytics","Klaviyo or similar","Data warehousing"],"team":{"manager":"Chief Marketing Officer or VP Customer Experience (likely CMO-level)","current":"Unknown; likely includes CRM managers, data analysts, activation specialists. You'll build/scale this team.","hiring":"Leadership backfill or expansion role to elevate CRM/data function in org"},"compensation":{"salary":"$180K-$240K base","variable":"Likely 20-30% performance bonus tied to customer metrics","equity":"Possible equity/stock options (private company status unclear)","remote":"On-site, New York, NY headquarters"},"benefits":["Free executive coaching on-demand","Generous employee discount on Tory Burch collections + exclusive sample sales","Comprehensive health, wellness, and financial security benefits","Paid volunteer days and Tory Burch Foundation engagement opportunities","Competitive compensation and high-performance rewards"],"company":{"about":"Tory Burch is an American luxury lifestyle brand founded in 2004, anchored in casual elegance and effortless American sportswear. The brand spans ready-to-wear, handbags, footwear, accessories, jewelry, home, and beauty. Empowering women is the guiding principle-reflected in collections and the Tory Burch Foundation.","founded":2004,"headcount":null,"funding":"Private (owned by Tory Burch and Schneider Capital Partners)","customers":"Global luxury consumer, women-focused demographic","culture":"Purpose-led, inclusive, welcoming; emphasis on dreaming, exploring, and having fun while delivering impact. Free executive coaching and strong emphasis on employee well-being."},"forYouIf":["You're a data-driven leader obsessed with customer insights and can translate them into action-not just dashboards","You have 8+ years in CRM, customer data, loyalty, or growth marketing roles, ideally in retail or luxury","You can manage complex org dynamics and build trust cross-functionally (retail, e-commerce, beauty, marketing)","You thrive on storytelling with data; you can make metrics compelling to board-level and frontline teams alike"],"wontWorkIf":["You need remote or hybrid flexibility-this is NYC on-site only","You're uncomfortable with ambiguity or leading teams through organizational change and tech transformation","You prioritize task execution over strategy; this role requires vision-setting and influence without authority"],"interviewProcess":[{"step":"Recruiter call","detail":"Background, motivations, and fit for luxury/retail environment (30 min)"},{"step":"Hiring manager + CMO or VP","detail":"Deep dive on CRM strategy, customer insights, and past program impact (60 min)"},{"step":"Cross-functional panel","detail":"Conversations with retail/e-commerce/beauty leaders to assess collaboration and influence (45 min)"},{"step":"Case study or presentation","detail":"Hypothetical CRM strategy for Tory Burch (e.g., loyalty program redesign, customer segmentation approach)"}]}

[Apply →](https://toryburch.wd1.myworkdayjobs.com/en-US/toryburchcareers/job/New-York-NY/Sr-Director--Customer-Intelligence---CRM_R0027010?source=LinkedIn)

---

Canonical: https://www.growthtalent.org/emplois/crm-lifecycle/tory-burch/sr-director-customer-intelligence-crm-tory-burch