Tory Burch Director, Client Engagement - NA Retail Stores
About the role
The Director, Client Engagement is responsible for defining and executing Tory Burch's client engagement strategy across North America stores, driving the growth of our Very Important Client (VIC) business through elevated clienteling, luxury selling, personal shopping, and best-in-class experiential brand experiences.
Responsibilities
Lead the North America client development strategy, driving growth across all customer segments with a particular focus on VIC acquisition, retention, and reactivation.
Build and execute personalized engagement programs that deepen relationships, increase client lifetime value, and drive repeat purchase behavior.
Own the North America Personal Shopping & Stylist program and strategic partnership ecosystem, developing scalable clienteling and personal shopping strategies that elevate one-to-one client relationships, unlock new client acquisition opportunities, and support luxury selling behaviors across stores and the region.
Partner with Retail and Training teams to establish clear clienteling standards, capabilities, and performance expectations that drive measurable business outcomes.
Leverage customer insights, CRM tools, and analytics to identify growth opportunities and inform highly targeted, data-driven engagement strategies.
Own the client engagement go-to-market strategy for key business initiatives, product launches, seasonal campaigns, category priorities, and customer programs.
Drive adoption and performance of clienteling tools and programs that increase sales productivity, appointment selling, VIC penetration, and customer retention.
Translate customer insights into actionable strategies that accelerate revenue growth, increase average spend per customer, and strengthen loyalty.
Establish and monitor key performance indicators, including clienteling-influenced sales, VIC growth, retention, customer lifetime value, event ROI, and customer satisfaction.
Design and lead elevated client experiences, events, and community-building initiatives that strengthen emotional connection to the Tory Burch brand and drive client acquisition and retention.
Partner with Marketing, Retail, Visual Merchandising, and Merchandising teams to deliver impactful client activations that support brand storytelling and community engagement.
Qualifications
Bachelor's degree in Marketing, Business Administration, or a related field.
Minimum of 10 years of experience in retail, with at least 5 years in a leadership role.
Proven track record of driving client engagement and growth in a luxury retail environment.
Experience in managing and scaling clienteling programs and personal shopping initiatives.
Strong understanding of CRM systems and analytics tools.
Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and colleagues.
Ability to work collaboratively with cross-functional teams and drive strategic initiatives.
Passion for luxury retail and a commitment to empowering women.
Skills
Strategic thinking and problem-solving skills.
Leadership and management skills.
Customer-centric approach.
Strong analytical and data-driven decision-making abilities.
Effective communication and presentation skills.
Ability to work independently and manage multiple projects simultaneously.
Benefits
Generous set of benefits to support your overall well-being.
Opportunities to give back through the Tory Burch Foundation and paid volunteer days.
Employee discount and access to exclusive special offers.
Supportive Retail Excellence Programs in Styling, Coaching, Brand Ambassador, and more.
Pay
The compensation range for this position is 165,000.00 USD - 210,000.00 USD. Our offer will be based on your relevant experience and work location.
Schedule
Full-time position.