Summary
The CRM & Clienteling Director, Americas will define and lead the regional CRM and clienteling strategy to drive client acquisition, retention, and high-value engagement. This role partners closely with retail, marketing, visual merchandising, and training teams to deliver personalized, high-touch client experiences and event activations across the region. The position is responsible for leveraging data and analytics to inform decisions, measure performance, and optimize client lifecycle initiatives.
Responsibilities
- Lead and elevate the regional clienteling strategy to drive business performance and retention across client segments.
- Develop vision, roadmaps, and action plans to accelerate performance for new, existing, and VIC clients and set regional KPI targets.
- Collaborate with retail and training teams to ensure store teams have clienteling skills and meet targets.
- Plan and execute client activations, events, and Fashion Show experiences, defining targets and monitoring performance.
- Own the local clienteling budget and manage the regional client database to ensure data accuracy and quality.
- Identify strategic partnership and recruitment opportunities to grow the client base and improve retention.
- Provide regional client insights to global teams and champion a client‑centric culture across stakeholders.
Requirements
- 10+ years of experience in CRM, clienteling, retention, or lifecycle marketing, preferably in the luxury sector.
- Proven track record shaping CRM, loyalty, and client engagement strategies across channels.
- Strong leadership and cross‑functional collaboration skills with experience influencing senior stakeholders and retail teams.
- Analytical mindset with the ability to leverage customer data and insights; familiarity with tools such as Salesforce and Power BI is a plus.
- Experience managing complex projects in fast‑paced environments and supporting store‑facing clienteling initiatives and events.
- Willingness to travel up to 30% domestically and internationally.