Director, Client Development

Director Of Client Development

The Director of Client Development is responsible for building and leading a comprehensive client strategy that strengthens relationships, drives loyalty, and increases lifetime value across the customer base. This role focuses on cultivating deeper engagement with high-value clients through personalized outreach, strategic programming, and elevated service experiences.

The Director will cultivate and oversee the development of clienteling initiatives, loyalty and engagement strategies, and data-driven insights that enable teams across the organization to deliver exceptional and highly personalized customer experiences.

Working cross-functionally with marketing, sales, operations, digital, and property teams, this leader ensures that the brand consistently recognizes, understands, and anticipates the needs of its most valued clients.

Key Responsibilities

Client Strategy & Development

• Define and lead the global client development strategy focused on loyalty, retention, and lifetime value.
• Identify key client segments and develop targeted engagement strategies for high-value and high-potential customers.
• Establish frameworks for building deeper client relationships across all touchpoints.

Clienteling & Personalization

• Develop and scale clienteling programs that enable teams to deliver personalized outreach and experiences.
• Partner with property and commercial teams to elevate recognition of returning and VIP clients.
• Create best practices for personalized communication, gifting, and curated experiences.

Customer Insights & Segmentation

• Leverage CRM and customer data to identify behavioral insights and opportunities for deeper engagement.
• Define meaningful client segments and translate insights into actionable strategies.
• Monitor trends in luxury consumer behavior and client expectations.

Loyalty & Engagement Programs

• Develop and manage initiatives that strengthen brand affinity and encourage repeat engagement.
• Design programs and experiences that reward loyalty while maintaining the exclusivity of the brand.
• Identify opportunities to deepen engagement through curated events, experiences, and partnerships.

Cross-Functional Leadership

• Partner closely with marketing, digital, operations, and sales teams to ensure consistent client recognition and service excellence.
• Align client development initiatives with broader commercial objectives.
• Provide guidance and training to internal teams on client engagement and relationship-building practices.

Performance & Measurement

• Establish KPIs to measure client engagement, retention, and lifetime value.
• Monitor program effectiveness and continuously optimize based on performance and feedback.
• Deliver insights and reporting that inform broader commercial strategy.

Qualifications

• 8–12+ years of experience in client development, CRM, loyalty, clienteling, or relationship marketing.
• Experience within luxury hospitality, luxury retail, travel, or high-touch service industries strongly preferred.
• Demonstrated success building programs that deepen customer relationships and drive repeat engagement.
• Deep understanding of luxury client expectations and service culture.
• Strong experience with CRM systems, customer segmentation, and client data analysis.
• Ability to translate insights into meaningful client engagement strategies.
• Strong cross-functional leadership and collaboration skills.
• Exceptional communication and relationship-building capabilities.
• Global experience preferred.
• Bachelor's degree in marketing, Business, Hospitality, or related field. Advanced degree is a plus.

This role may be based in New York, NY.

This role offers a base salary range of $140,000-$160,000 plus a comprehensive medical, dental, vision and voluntary benefits, 401k employer match, employer paid life insurance, employee assistance program and a team member hotel stay program.