Tory Burch Vice President, Customer Intelligence & CRM

About the Company

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 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.

About the Role

This role is tailor-made for a senior executive who shapes how this company understands, grows, and deepens its customer relationships — not just through programs, but through the organizational infrastructure, talent, and strategic frameworks that make those programs possible at scale. You bring equal parts analytical rigor and creative instinct, and you are a natural storyteller who can make customer data compelling. You operate with authority across the C-suite, earn trust through expertise, and build functions that outlast any single initiative. You are as comfortable setting a three-year vision as you are workshopping the details of a segmentation model alongside your team.

Responsibilities

• Enterprise Customer Strategy
  • Define and champion the company's long-term vision for customer intelligence, CRM, and owned channel engagement
  • Serve as the executive voice of the customer in cross-functional decisions, influencing product, merchandising, retail, and digital strategy
  • Partner with the C-suite and brand leadership to embed customer insight into seasonal and annual planning
  • Own and manage a significant budget and team across insights, CRM, and email/SMS functions
• Consumer Insights
  • Build and drive 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
  • Ensure balance of commercial messaging with brand storytelling and integration with broader marketing campaigns and product priorities

Requirements

• 15+ years in consumer insights, CRM, customer strategy, or lifecycle marketing, with meaningful tenure in senior leadership
• Demonstrated experience building and scaling functions from the ground up — not just inheriting and running them
• Track record of owning significant budgets and leading multi-disciplinary teams across insights, CRM, and channel functions
• Expertise in segmentation, lifecycle strategy, and owned channel optimization at the enterprise level
• Executive-level communication and influencing skills; comfortable presenting to the C-suite
• Ability to translate complex data and research into strategic narratives that drive business decisions
• Ability to operate in both high-strategy and hands-on capacities — the VP who can still go deep
• Luxury, fashion, or premium retail experience a strong plus

A Day in the Life

The typical day is... atypical. You might be in the data yourself pressure-testing a segmentation model, then shifting to a consumer trends briefing with the CEO and Chief Creative Officer, then rolling up your sleeves with your team to sharpen a lifecycle strategy before it goes live. You set the vision and you do the work — and you're energized by both.

Culture & Values

The Integrated Marketing Team is an enthusiastic and dynamic group of strategic storytellers, product enthusiasts, cross-functional collaborators, and customer-centric marketers. We thrive when working alongside bright, dedicated, passionate, and hard-working talent.

• How We Work Together
  • Adaptable — We change before we have to
  • Entrepreneurial — We own it
  • Collaborative — There's no "I" in Tory
  • Client & Brand Focused — We put ourselves in Tory's shoes
  • Live the Values — We show up for each other
  • Functional Expertise — We're constantly learning and growing
• #TeamTory Values
  • We show up with honesty & kindness
  • Act with integrity & compassion
  • Work with passion & humility
  • Lead with excellence & humor

Benefits

We offer a generous set of benefits to help you take care of your health, 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:

• Generous benefits for mental and physical health
• Competitive pay and rewards for high performance
• Generous employee discount and access to exclusive sample sales
• Free executive coaching on-demand
• Opportunities to give back through the Tory Burch Foundation and paid volunteer days

Pay

The compensation range for this position is $265,000.00 USD - $335,000.00 USD. Our offer will be based on your relevant experience and work location.