Director of Customer Development (Clienteling, Loyalty, & Gifting)

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.

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.
• Proven leadership experience managing direct reports.
• Strong analytical skills with the ability to connect customer insights to financial performance.
• Drive data-driven decision making.
• Exceptional communication and stakeholder management capabilities.
• Embolizes luxury customer mindset and service excellence.
• Strong relationship-building and cross-functional influence.