Vice President, Customer Intelligence & CRM

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.

Life @ToryBurch is Special Because:

• 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 for high performance.
• Your overall well-being is important to us; we offer generous 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 sample sales.
• We are invested in your professional growth — you’ll have access to free executive coaching on-demand.
• 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

You are 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. We are 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 include 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. 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.

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.

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

To Land This Role:

• 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

Why You’ll Want to Join Our Team:

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 and lead with excellence & humor.

Compensation Range

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.

Benefits Information

We offer a generous set of benefits to help you take care of your heath, 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.

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.