Summary
The CRM & Clienteling Director, Americas will define and lead the regional CRM and clienteling strategy to grow new, existing and top clients across the Americas. The role partners cross-functionally with Retail, Marketing, VM and Training to drive client engagement, events, and personalized high-touch experiences while using data to inform strategy. This leader will also own regional clienteling KPIs, budget, and the local client database quality.
Responsibilities
- Lead and elevate the regional clienteling strategy and set action plans to accelerate performance across client segments.
- Collaborate with retail and training teams to ensure stores acquire clienteling skills and meet targets.
- Own the local clienteling budget and define regional targets for key clienteling KPIs.
- Plan client activations and events with Retail, Marketing and VM to support launches and grow pre-orders.
- Develop recruitment, onboarding and retention plans to grow VIC and high-potential clients.
- Conduct client analysis, manage the local client database, and leverage data and insights to inform decisions.
- Drive cross-functional alignment between regional and global stakeholders and champion a client-centric culture.
Requirements
- 10+ years of experience in CRM, clienteling, retention or lifecycle marketing, with luxury sector exposure.
- Proven track record shaping CRM, loyalty and client engagement strategies across channels.
- Strong leadership and cross-functional collaboration skills with experience influencing senior stakeholders and retail teams.
- Analytical mindset with experience using customer data; familiarity with Salesforce and Power BI is an advantage.
- Experience managing complex projects in fast-paced environments and supporting client-facing initiatives and events.
- Ability to travel up to 30% domestically and internationally.
