Vice President, Customer Intelligence & CRM

About the role

The role is tailored for a senior executive who shapes the company's understanding, growth, and deepening of customer relationships. You will influence product, merchandising, retail, and digital strategy, and partner with the C-suite and brand leadership to embed customer insight into planning.

Responsibilities

• Define and champion the company's long-term vision for customer intelligence, CRM, and owned channel engagement.
• 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.
• Build and drive the structured annual insights roadmap aligned to company priorities.
• Lead primary and secondary research initiatives (qualitative and quantitative).
• Translate insights into clear, actionable business and marketing recommendations.
• 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.
• Work 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.
• 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

You must have 15+ years of experience in consumer insights, CRM, customer strategy, or lifecycle marketing, with meaningful tenure in senior leadership. You should have demonstrated experience building and scaling functions from the ground up, not just inheriting and running them. You need expertise in segmentation, lifecycle strategy, and owned channel optimization at the enterprise level. You should also have executive-level communication and influencing skills; the ability to translate complex data and research into strategic narratives that drive business decisions; and the ability to operate in both high-strategy and hands-on capacities.

Qualifications

Qualified candidates should have a bachelor's degree in marketing, business, psychology, or a related field. Additionally, you should have a track record of owning significant budgets and leading multi-disciplinary teams across insights, CRM, and channel functions.

Skills

Strong analytical skills, excellent communication and influencing skills, and the ability to translate complex data and research into strategic narratives that drive business decisions are essential. You should also have the ability to operate in both high-strategy and hands-on capacities.

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. Highlights include:

• 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.

Schedule

Our schedule is flexible to accommodate your needs.