The 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).
Your Mission
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
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 You'll Own
Customer Lifetime Value (CLV)
Track total revenue per customer segment over time to optimize acquisition and retention spend.
Repeat Purchase Rate
Measure percentage of customers making 2+ purchases; directly tied to loyalty program effectiveness.
Email Engagement & Conversion
Monitor open rates, click-through rates, and revenue-per-email from CRM campaigns by segment.
Customer Retention Rate
Track churn and cohort retention to measure loyalty program and personalization impact.
Data Activation Rate
Percentage of audience segments leveraging first-party data for personalized campaigns vs. bulk sends.
Tools & Stack
Your Team
Your Manager
Chief Marketing Officer or VP Customer Experience (likely CMO-level)
Current Team
Unknown; likely includes CRM managers, data analysts, activation specialists. You'll build/scale this team.
Leadership backfill or expansion role to elevate CRM/data function in org
The Package
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 & Perks
Company Intelligence
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
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.
Is This Role For You?
- 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
- 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
Interview Process
Recruiter call
Background, motivations, and fit for luxury/retail environment (30 min)
Hiring manager + CMO or VP
Deep dive on CRM strategy, customer insights, and past program impact (60 min)
Cross-functional panel
Conversations with retail/e-commerce/beauty leaders to assess collaboration and influence (45 min)
Case study or presentation
Hypothetical CRM strategy for Tory Burch (e.g., loyalty program redesign, customer segmentation approach)
Interested in this role?
Apply now and hear back within days, not weeks.
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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.