Sr. Director, Customer Intelligence & CRM

Tory Burch • New York, NY

2d

About The Position

We are an American luxury lifestyle brand, founded in 2004. Anchored in the casual elegance of American sportswear, Tory’s design philosophy is defined by effortless silhouettes, innovative materials, eclectic juxtapositions of color, and the tension of past and present. The collections include ready-to-wear, handbags, footwear, accessories, jewelry, home and beauty. Empowering women is the company’s guiding principle, expressed through Tory’s collections and reflected in the company culture as well as the work of the Tory Burch Foundation. Established in 2009, the Foundation provides women entrepreneurs in the United States with access to capital, education and community. You are seeking a work environment where people are encouraged to dream, explore, discover and, as important, laugh together. If you’re prepared to work hard, create impact, and have fun while doing it, we would love to have you join #TeamTory. Apply today! Life @ToryBurch is Special Because: When you join us, you’re joining a global, purpose-led company on an exciting growth journey with an amazing culture and great benefits. Our culture is welcoming and inclusive -- everyone is empowered to make a difference. We have the best team in the world and believe in paying competitively and rewarding for high performance. Your overall well-being is important to us; we offer generous benefits to help you take care of your mental and physical health, create financial security, and achieve wellness in all areas of your life. We love seeing our employees wear our beautiful collections. You’ll receive a generous employee discount and access to exclusive sample sales. We are invested in your professional growth – you’ll have access to free executive coaching on-demand. We believe in the importance of giving back and you’ll have many opportunities to do just that through the Tory Burch Foundation and paid volunteer days. This Role is Tailor-Made for You Because: You are a data-driven, customer-obsessed leader who thrives at the intersection of insights, strategy, and execution. You bring equal parts analytical rigor and creative instinct — energized by translating customer understanding into programs that drive real loyalty and lifetime value. You are a natural storyteller who can make data compelling to any audience, and a cross-functional collaborator who earns trust at every level of the organization. We are an American luxury brand known for beautiful, timeless pieces and rich storytelling that evokes optimism and joy. Tory is a fashion designer who draws inspiration from her parents’ effortless style, the worlds of travel, art and interiors, and women globally. The collections include ready-to-wear, handbags, footwear, accessories, jewelry, home and beauty. Empowering women is the company’s guiding principle, underpinning the design philosophy and company culture, and driving the work of the Tory Burch Foundation. You are seeking a work environment where people are encouraged to dream, explore, discover and, as important, laugh together. If you’re prepared to work hard, create impact, and have fun while doing it, we would love to have you join #TeamTory. Apply today! Life @Tory Burch is Special Because: When you join us, you’re joining a global, purpose-led company on an exciting growth journey with an amazing culture and great benefits. • Our culture is welcoming and inclusive — everyone is empowered to make a difference. • We have the best team in the world and believe in paying competitively and rewarding for high performance. • Your overall well-being is important to us; we offer generous benefits to help you take care of your mental and physical health, create financial security, and achieve wellness in all areas of your life. • We love seeing our employees wear our beautiful collections. You’ll receive a generous employee discount and access to exclusive sample sales. • We are invested in your professional growth — you’ll have access to free executive coaching on-demand. • We believe in the importance of giving back and you’ll have many opportunities to do just that through the Tory Burch Foundation and paid volunteer days. A Day in the Life: The typical day is... atypical. You might be reviewing results from a newly launched CRM lifecycle program, sitting down with Analytics to uncover drivers of churn, or presenting consumer insight findings to senior leadership to shape next season’s strategy.

Requirements

• 10–14+ years in consumer insights, CRM, customer strategy, or lifecycle marketing
• Experience building segmentation frameworks and insights capabilities from the ground up
• Strong understanding of lifecycle marketing and owned channel optimization
• Ability to translate research and data into compelling storytelling
• Comfort operating in both strategic and hands-on capacities
• Strong cross-functional leadership and executive communication skills

Responsibilities

• Consumer Insights Build and own the structured annual insights roadmap aligned to company priorities
• Establish brand health tracking and perception measurement
• Lead primary and secondary research initiatives (qualitative and quantitative)
• Build real-time feedback loops (e.g., online communities, concept testing)
• Translate insights into clear, actionable business and marketing recommendations
• CRM Strategy & Programs Define CRM segments aligned to growth strategy
• Develop and execute lifecycle programs across acquisition, retention, reactivation, and advocacy
• Design differentiated segment engagement strategies across promotional, product exclusives, access, experiences, and content to increase relevance and loyalty
• Partner with Analytics to identify drivers of LTV and churn, establish measurement frameworks and manage KPI discipline
• Ensure CRM activation reflects both customer insight and brand positioning
• Email & SMS (Owned Channels) Own Email and SMS calendar, messaging strategy, and audience targeting
• Drive channel-level KPIs (open rate, CTR, conversion, revenue per send, list growth)
• Develop personalization and testing roadmap
• Balance commercial messaging with brand storytelling
• Ensure integration with broader marketing campaigns and product priorities

Benefits

• When you join us, you’re joining a global, purpose-led company on an exciting growth journey with an amazing culture and great benefits.
• Our culture is welcoming and inclusive -- everyone is empowered to make a difference.
• We have the best team in the world and believe in paying competitively and rewarding for high performance.
• Your overall well-being is important to us; we offer generous benefits to help you take care of your mental and physical health, create financial security, and achieve wellness in all areas of your life.
• We love seeing our employees wear our beautiful collections. You’ll receive a generous employee discount and access to exclusive sample sales.
• We are invested in your professional growth – you’ll have access to free executive coaching on-demand.
• We believe in the importance of giving back and you’ll have many opportunities to do just that through the Tory Burch Foundation and paid volunteer days.
• We offer a generous set of benefits to help you take care of your heath, create financial security, and achieve wellness in all areas of your life. Here are highlights of key benefits available to all Tory Burch members that work over 30 hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed