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Director of Client Engagement
Tory Burch
New York, NY, United States
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About Us
Tory Burch is an American lifestyle brand that embodies the personal style and sensibility of its Chairman, CEO and Designer, Tory Burch. The collection, known for color, print and eclectic details, includes ready-to-wear, shoes, handbags, accessories, home and beauty. Art, music, travel, interiors and the designer’s own stylish parents are inspirations for the collection.
Our company launched in February 2004 with a single boutique on what was then a remote street in downtown Manhattan. Today, we are a global brand with a presence in more than 50 countries, but in many ways we are only just beginning. There is so much we want to do!
Brand integrity, global inspiration and beautiful products are integral to who we are as a company and what we have accomplished to date. Our incredible team is an equally important part of the equation. We believe that each of our employees play a vital role in our continuing efforts to grow and evolve.
Overview
The Director, Client Engagement is responsible for the strategic design, development and execution of our client segmentation and engagement strategy, with the goal of driving sustainable customer growth and loyalty.
Responsibilities
• Develop a meaningful customer segmentation and articulate an engagement strategy
• Drive client development programs and retention through proactive outreach and client value proposition for each segment of our business
• Drive ideation and ensure execution of store initiatives and store events
• Translate customer data into insight and identify opportunities to inform business strategy
• Measure impact of customer initiatives and engagement strategy
• Drive adoption and optimization of client engagement tool(s); track results
• Partner with Training to develop and implement clienteling training in select markets
• Partner with retail teams to optimize the use and ongoing management of existing in-house clienteling platforms
• Set and monitor client engagement goals, budgets, and KPI’s to ensure strategic success of the initiatives, tracking the ROI.
• Lead a team of 2-3 people
Qualifications
• Bachelor’s degree or equivalent experience
• Minimum 12 years’ experience in retail and/or prior client engagement role(s)
• Luxury brand experience required
• Excellent presentation, organization & communication skills
• Ability to implement strategies, monitor progress, and make necessary adjustments to achieve objectives
• Strong analytical skills and come up with new ideas and suggestions from these results
• Strong teamwork and interpersonal skills; ability to work effectively cross-functionally
• Ability to prioritize and multi-task in a highly complex work environment
• Prior people management experience