The Director of CRM & Client Insights is a pivotal global leadership role, driving Tiffany's overarching CRM strategy, client lifecycle programs, segmentation, and personalization. This position ensures a deep understanding of our clients, enabling the delivery of relevant, sophisticated, and luxury-caliber experiences across all touchpoints. This leader partners strategically with Global Marketing, Creative, Digital Product, Retail Client Development, and Data & AI to translate insights into high-impact omnichannel journeys and maintain business ownership of Client 360.
Key Responsibilities:
Pillar 1: Client Strategy & Insights Leadership
- Lead global client analytics, defining behavioral insights, LTV logic, and acquisition/retention strategies.
- Own all client and CRM business intelligence (BI), establishing global dashboards and driving consistent reporting.
- Oversee digital tracking (GA4, tagging) to ensure data accuracy and compliance for engagement and behavioral metrics.
- Define and govern client data business rules, including segmentation, targeting logic, and Client 360 taxonomy, partnering closely with IT and Data & AI.
- Develop and execute the global CRM strategy, encompassing segmentation logic, audience frameworks, and omnichannel personalization.
- Manage CRM activation, including evergreen programs (e.g., welcome, birthday, lapsed), A/B testing, and predictive activation rules for AI-driven scores (e.g., churn, repurchase).
- Lead the global channel strategy for email, SMS, and push notifications, including orchestration rules, deliverability, and content alignment with brand campaigns.
- Drive GenAI content innovation for CRM messaging, ensuring rapid testing and adherence to Tiffany’s luxury tone and legal standards.
- Act as the primary CRM partner for Retail Client Development, providing strategic insights, segmentation, and support to enhance in-store actions and Clienteling routines.
- Define CRM requirements for Clienteling App integration, ensuring seamless data flow and experience continuity.
- Collaborate with Digital Product to define the CRM technology roadmap, translating business needs into scalable product features for automation and audience management.
Pillar 4: Strategic Leadership & Capability Building
- Lead and develop a high-performing team of CRM managers, targeting specialists, and BI/insights analysts.
- Champion a global culture of data literacy, client-centricity, and continuous improvement in CRM and personalization capabilities.
- Drive cross-functional collaboration and alignment with key stakeholders across Marketing, Creative, Digital Product, Retail, and Data teams.
Required Qualifications:
- 12–15+ years in luxury CRM, personalization, client insights, or BI.
- Expertise in Salesforce Marketing Cloud (or equivalent), strong analytical skills, and experience with AI-assisted content generation.
- Excellent cross-functional leadership with Retail, Digital Product, Creative, Marketing and Data teams.
- Strong knowledge of data privacy regulations (GDPR/CCPA).
The hiring range for this position ranges from $150,000- $212,000. The salary offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for bonus.
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