Summary
Temporary maternity-leave assignment (November–April) to lead the Client Engagement function and ensure continuity of clienteling strategy and execution. The Director will provide day-to-day leadership for the Client Engagement team, advance priority initiatives across clienteling foundations, technology enhancements, and an activation calendar, and partner cross-functionally with Retail, Technology, Analytics, Marketing, and Events. The role focuses on strengthening client relationships, enabling sales teams, and measuring client engagement impact.
Responsibilities
- Provide day-to-day leadership, coaching, and prioritization for the Client Engagement team and ensure operational continuity during the coverage period.
- Advance three priority workstreams: clienteling foundations and retail enablement; clienteling technology enhancements (appointment booking and loyalty capabilities); and a coordinated Client Engagement activation calendar.
- Drive adoption of clienteling tools and new device capabilities by coordinating readiness, communications, training, and feedback with Retail and cross-functional partners.
- Define business requirements, partner with Technology on solution design and testing, and translate field needs into clear use cases and success criteria.
- Oversee reporting, measurement, and analytics for clienteling activity and provide actionable insights to Commercial and Retail leadership.
- Document decisions, milestones, and outstanding work to enable a seamless transition at the conclusion of the assignment.
Requirements
- Minimum of 6+ years experience in CRM, Client Engagement, clienteling, loyalty, direct marketing, or related disciplines.
- At least 3+ years of leadership experience managing and developing teams; demonstrated ability to lead cross-functional programs.
- Retail experience required; luxury retail experience strongly preferred; experience in omnichannel Retail CRM and clienteling environments.
- Proven experience defining business requirements and partnering with Technology to advance platform enhancements; strong project and program management skills.
- Strong quantitative and analytical skills (Excel, Tableau or similar); SQL experience is a plus; Bachelor’s degree required.
