Director of Customer Development (Clienteling, Loyalty & Gifting)

The Director of Customer Development is responsible for leading the development and execution of Above the Bar customer experiences across all channels, acting as a GM for three critical, revenue driving businesses. This role elevates personalized experiences to exceed the expectations of the modern luxury customer—delivering integrated high-touch, relationship-driven moments that deepen loyalty and drive measurable business impact.

This leader works cross-functionally with Retail, Marketing, Brand, E-commerce, IT, Analytics, and Service teams to design and scale programs that deliver Above the Bar experiences in all channels.

This role is instrumental in strengthening brand loyalty within the luxury segment by elevating personalized experiences across global stores and digital channels. The Director of Customer Experience drives measurable growth in customer satisfaction, NPS, sales per customer, and retention—ensuring the brand builds enduring, high-value relationships with its clientele worldwide.

Responsibilities

• Drive adoption, optimization and performance of Clienteling across international retail stores and e-commerce to enable personalized outreach, styling and Very Important Customer (VIC) engagement.
• Work with channel owners and teams to develop and share best practices that balance brand consistency with regional nuance (globally)
• Support channel owners in meeting and exceeding their customer experience goals.
• Design, optimize and manage tiered execution of experiential programs that reward and inspire customer retention and engagement.
• Leverage customer insights and data to personalize and scale experiences across lifecycle stages that are brand and customer right and drive business value, including revenue generating in store events
• Champion continuous improvement in building customer-centric, frictionless omnichannel experiences
• Partner cross-functionally to ensure alignment on customer data, campaign execution, and service standards.
• Leadership & Team Development:
• Translate insights into actionable strategies that grow sales per customer and strengthen long-term brand affinity.
• Lead and develop direct reports, setting clear objectives and fostering a culture of accountability and innovation.
• Build scalable processes for global program and customer data management, including privacy management, disclosure, etc.
• Influence senior leadership with insights, recommendations, and clear business cases for investment.
• Own performance metrics tied to:
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer lifetime value (CLV) and Customer lifetime profit (CLP)
• Loyalty participation and engagement
• Program ROI
• Event ROI
• Influenced sales goals

Qualifications

• 8+ years of experience in luxury retail, CRM, loyalty, or customer engagement. Experience in women’s apparel preferred but not required
• Experience working with retail stores (globally preferred) and managing cross-market initiatives. Has retail operations expertise
• Deep understanding of clienteling technologies (Tulip, NewStore) and e-commerce platforms (Shopify)
• Experience with loyalty ecosystems e.g. Yotpo, LoyaltyLion, Clutch, etc.
• Innovation in experiential and loyalty programming
• Experience working with Customer Database or CDP to support personalization, retention and engagement activities at the customer level
• Demonstrated success improving customer satisfaction, NPS, retention, and sales productivity.
• Strong analytical skills with the ability to connect customer insights to financial performance.
• Exceptional communication and stakeholder management capabilities
• Embodies luxury customer mindset and service excellence
• Strong relationship-building and cross-functional influence

The base salary range for this role is between $130,000 and $150,000. The relevant base salary will vary depending on wide range of factors that are considered in making compensation decisions, including but not limited to, skill sets, experience, training, degrees, and certifications. The base salary is just one component of our total compensation offerings, which consist of a comprehensive benefits package as well as a short-term incentive program, clothing allowance, and merchandise discounts.

At Veronica Beard, we are committed to creating and maintaining a workplace where every single employee can thrive and feel valued. As a company, we firmly believe that there is strength in diversity. We seek to recruit talent from a variety of perspectives and backgrounds and are actively seeking candidates with a dedication to advancing equity, inclusion, and racial and social justice in their work.

Veronica Beard is committed to an environment of mutual respect and is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class.

#J-18808-Ljbffr