Director, Global CRM & Loyalty

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion. If you enjoy working in a creative, fast-paced environment, then we would love to hear from you! — Who You Are: You are a strategic and customer-focused leader with expertise in CRM, loyalty, and customer lifecycle strategy. You know how to turn customer data and insights into personalized experiences that build loyalty, increase lifetime value, and strengthen brand connection. You bring a strong understanding of CRM fundamentals, including customer data, identity, loyalty programs, and clienteling, and know how to build scalable global capabilities. You are equally comfortable setting strategy and driving execution. You thrive in cross‑functional environments, partnering closely with Digital Marketing, E‑Commerce, Retail, Analytics, and Technology teams to create seamless customer experiences across retail and digital touchpoints. You are analytical, collaborative, and forward‑thinking, with a passion for evolving how a global brand understands and engages its customer base. What You’ll Do: CRM Strategy & Customer Architecture Define and lead the global CRM vision, strategy, and roadmap, with a focus on long‑term customer value creation. Establish the foundational CRM framework across customer data, segmentation, lifecycle design, and personalization. Drive a cohesive, customer‑first strategy that connects brand, data, and experience across all touchpoints. Partner with channel owners in Paid Media and Retention Marketing to ensure CRM strategy informs execution and insights. Loyalty Strategy & KORSVIP Evolution Lead the strategic evolution of the KORSVIP loyalty program as a core driver of customer engagement and retention. Define loyalty program structure, tiering, benefits, and long‑term roadmap. Elevate loyalty beyond transactional rewards into emotional and experiential brand connection. Partner cross‑functionally to embed loyalty across retail, e‑commerce, and marketing experiences. Clienteling & 1:1 Relationship Management Own and scale the global clienteling strategy, positioning it as a key growth driver across retail channels. Partner with Retail leadership to enhance associate‑driven selling through data, tools, and training. Define best practices for 1:1 outreach, appointment‑based selling, and high‑value customer engagement. Ensure clienteling is fully integrated into the broader CRM and loyalty ecosystem. Customer Data, Identity & Database Growth Own the global strategy for first‑party data growth, customer identity, and data quality. Partner with Digital Product, Performance Marketing, and Technology teams to optimize data capture, consent, and enrichment. Lead the evolution of customer identity resolution and CDP capabilities (e.g., Amperity). Champion privacy‑forward, future‑ready data practices. Analytics, Insights & Measurement Define CRM and loyalty success metrics, including CLV, retention, engagement, and loyalty contribution. Translate customer data into actionable insights that inform strategy across marketing and retail. Partner with Analytics teams to build dashboards, forecasting models, and measurement frameworks. Foster a culture of test‑and‑learn and continuous optimization. Leadership & Cross‑Functional Partnership Lead and develop a high‑performing team across CRM, loyalty, and clienteling. Act as a key thought partner to senior leadership on customer strategy and growth. Collaborate closely with Digital Marketing, Creative, Technology, Analytics, and Regional teams to ensure aligned execution. Influence how CRM strategy is operationalized across all customer‑facing channels. You’ll Need to Have: 10–12+ years of experience in CRM, loyalty, and/or customer strategy within a global consumer brand. Proven experience building and evolving CRM foundations, including data, identity, and lifecycle strategy. Deep expertise in loyalty programs, clienteling, and customer data platforms (e.g., Amperity or similar CDPs). Strong understanding of how CRM strategy informs channel execution, without requiring direct channel ownership. Analytical mindset with the ability to translate data into strategic action. Experience operating in a complex, cross‑functional, and global environment. We’d Love to See: Strong leadership skills with experience building and developing high‑performing teams. Passion for customer experience, brand building, and innovation. MK Perks: Generous Paid Time Off & Holiday Schedule Summer Fridays Internal Mobility Across Brands Cross‑brand Discount Exclusive Employee Sales Fav 5 Cards (MK Discount for friends and family) 401k Match Paid Parental Leave Thrive Wellness Program Commuter Benefits Gym Discounts — The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. In compliance with certain Pay Transparency laws, employers are required to disclose a salary range. The salary for this position will vary based on role requirements, skill set and years of experience. Compensation Range:

165,000.00 - 185,000.00 USD

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