Tory Burch Director, Client Engagement - NA Retail Stores

We are an American luxury lifestyle brand, founded in 2004, that is focused on empowering women through elegant design and thoughtful craftsmanship. Position Overview The Director, Client Engagement is responsible for defining and executing Tory Burch’s client engagement strategy across North America stores. The role drives growth of the Very Important Client (VIC) business through elevated clienteling, luxury selling, personal shopping, and best‑in‑class experiential brand experiences. This strategist acts as the bridge between Retail, Marketing, CRM, Merchandising, Digital, and Operations, developing holistic, client‑centric go‑to‑market plans that strengthen client acquisition, retention, and lifetime value. Key Responsibilities Lead the North America client development strategy, focusing on VIC acquisition, retention, and reactivation. Build and execute personalized engagement programs that deepen relationships and drive repeat purchase behavior. Own the North America Personal Shopping & Stylist program and partnership ecosystem, creating scalable clienteling strategies that elevate one‑to‑one relationships and support luxury selling. Partner with Retail and Training teams to establish clear clienteling standards, capabilities, and performance expectations. Leverage customer insights, CRM tools, and analytics to identify growth opportunities and inform data‑driven engagement strategies. Own the client engagement go‑to‑market strategy for key initiatives, product launches, seasonal campaigns, and customer programs. Partner cross‑functionally to ensure seamless execution across retail, digital, and marketing channels. Drive adoption and performance of clienteling tools to increase sales productivity, appointment selling, VIC penetration, and customer retention. Translate customer insights into actionable strategies that accelerate revenue growth, increase average spend, and strengthen loyalty. Monitor key performance indicators: clienteling‑influenced sales, VIC growth, retention, customer lifetime value, event ROI, and customer satisfaction. Design and lead elevated client experiences, events, and community initiatives that strengthen emotional connection to the brand. Partner with Marketing, Retail, Visual Merchandising, and Merchandising to deliver impactful client activations. Lead a strategic calendar of local, regional, and national client activations (trunk shows, designer presentations, exclusive events) that support product growth. Champion a client‑first culture across the organization, influencing decisions with client insights and market trends. Continuously benchmark luxury industry best practices and innovate to enhance the client experience. Qualifications 10+ years of luxury retail, clienteling, customer development, CRM, or client engagement experience. Proven track record of driving client acquisition, retention, loyalty, and revenue growth. Demonstrated success leading VIC, personal shopping, stylist, and clienteling strategies with measurable impact. Strong commercial and go‑to‑market acumen for product launches, seasonal campaigns, and client events. Exceptional leadership, communication, and cross‑functional influence skills. Data‑driven mindset with experience leveraging customer insights, CRM tools, and analytics. Ability to travel up to 30% to support stores, activations, events, and key initiatives. Compensation & Benefits Salary range: USD 165,000 – 210,000, based on experience and location. Benefits include comprehensive health coverage, financial security plans, wellness programs, generous employee discounts, and paid volunteer days. All eligible team members receive access to these benefits. Equal Employment Opportunity Statement Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants. Likewise, we will consider qualified applicants with criminal histories in accordance with the Los Angeles Fair Chance Initiative and the San Francisco Fair Chance Ordinance. Disability Accommodation Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. If you require assistance or accommodation, please contact View email address on click.appcast.io. #J-18808-Ljbffr BoF Careers