Director, Client Engagement - NA Retail Stores

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 purpose-led company on an exciting growth journey with the best Retail Team in the industry. 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 high performance. Your overall well-being is important to us; we offer 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 special offers. We will help you become great at what you love - Our Retail Excellence Programs in Styling, Coaching, Brand Ambassador (just to name a few) and supportive Retail Leaders are there to support you each step of the way 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: 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. Serving as the strategic bridge between Retail, Marketing, CRM, Merchandising, Digital, and Operations, this leader will develop and activate holistic, client-centric go-to-market strategies that strengthen client acquisition, retention, and lifetime value while building a culture of exceptional service and relationship-driven selling across the organization. This role acts as the voice of the client, ensuring that every engagement strategy, event, launch, and customer touchpoint drives meaningful connection, measurable commercial impact, and long-term brand loyalty. A Day In The Life: The typical day is… atypical. You might be developing the North America client engagement strategy, partnering with store leadership to strengthen VIC growth, building personal shopping and stylist programs, or designing elevated client experiences that deepen loyalty and drive measurable commercial impact. You may be translating customer insights into targeted engagement plans, aligning cross-functional partners around a product launch or seasonal campaign, or evaluating performance across clienteling-influenced sales, retention, event ROI, and customer satisfaction. The consistent thread is that you will serve as the voice of the client, ensuring every engagement strategy, event, launch, and customer touchpoint creates meaningful connection, supports long-term brand loyalty, and drives business growth. You will work with an amazing team of professionals who share your passion for excellence, innovation, and delivering a transformational client experience. Key Responsibilities Client Development & Personal Shopping 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. Luxury Selling & Business Growth Own the client engagement go-to-market strategy for key business initiatives, product launches, seasonal campaigns, category priorities, and customer programs. Partner cross-functionally to ensure seamless and consistent execution of client-facing strategies across retail, digital, and marketing channels. 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. Brand Ambassadorship & Community Engagement 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 commercial objectives. Develop and execute a strategic calendar of local, regional, and national client activations, including trunk shows, designer presentations, and exclusive client events that drive engagement, support Ready-to-Wear and Runway growth, and strengthen client acquisition and retention. Champion a client-first culture across the organization, serving as the voice of the customer and influencing business decisions through client insights and market trends. Continuously benchmark luxury industry best practices and identify opportunities to innovate and enhance the Tory Burch client experience. Why You’ll Want to Join Our Team: Our Retail Teams are known for making every customer feel welcome and creating memorable, meaningful experiences that build lasting relationships with the Tory Burch brand. In this role, you will help shape how we engage our most important clients, strengthen luxury selling across North America stores, and bring innovative client experiences to life in partnership with talented teams across the business. You will have the opportunity to influence strategy, elevate service, and drive measurable growth while helping teams think creatively, act entrepreneurially, and deliver retail excellence every day. Come join us! To Land This Role: 10+ years of luxury retail, clienteling, customer development, CRM, or client engagement experience, with a proven track record of driving client acquisition, retention, loyalty, and revenue growth. Demonstrated success leading VIC, personal shopping, stylist, and clienteling strategies that deliver measurable business impact and elevate one-to-one client relationships. Strong commercial and go-to-market acumen, with experience developing customer-focused strategies that support key business priorities, product launches, seasonal campaigns, and client events. Exceptional leadership, communication, and cross-functional influence skills, with the ability to align Retail, Marketing, CRM, Merchandising, Digital, Visual Merchandising, Training, and Operations teams around a shared vision. Data-driven and customer-obsessed mindset, with experience leveraging customer insights, CRM tools, and analytics to identify opportunities, optimize performance, and drive continuous improvement. Ability to travel up to 30% to support stores, client activations, events, and key business initiatives. 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 and lead with excellence & humor. Compensation Range 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. Benefits Information 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 eligible Tory Burch team members. Equal Employment Opportunity Statement Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment. Disability Accommodation Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact View email address on click.appcast.io. Founded in 2004 in New York City, Tory Burch is 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 span 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. Every team member is integral to the company’s unique culture and continuing evolution.