We are currently seeking a Senior Manager/Director, Client Engagement who will report to the Vice President of Retail Experience as part of our dynamic team in New York.
The Senior Manager/Director, Client Engagement drives client acquisition, retention, and loyalty across the Americas through CRM analytics, client development strategies, and elevated client experiences. This role partners closely with Retail leadership to translate client insights into actionable initiatives that strengthen client relationships, increase engagement, and drive business growth.
How you will contribute:
- Analyze CRM data, client behavior, and business trends to identify growth opportunities.
- Build local strategies to achieve brand client priorities. Develop reporting and insights to support client acquisition, retention, reactivation, and spending objectives.
- Partner with Retail leadership to drive data-informed client engagement strategies supporting all touchpoints on the client journey.
- Lead client development initiatives that elevate clienteling performance and strengthen loyalty.
- Support stores with targeted outreach strategies, client segmentation, and engagement plans.
- Be the local expert on clienteling tools (Luce), leading training initiatives to ensure maximum understanding and adoption throughout the zone.
- Drive adoption of best practices that increase client retention and lifetime value.
- Develop and execute client events, activations, and experiences that drive traffic, engagement, and sales. Be the market expert on competitive best practices to further client engagement and loyalty. Measure activation effectiveness and optimize future initiatives based on results.
- Partner with Marketing and Retail teams to deliver personalized, luxury client experiences.
- Leverage client insights and data to inform merchandising and product strategy.
- Act as a strategic partner to Market Directors and Store Managers to drive client-focused business opportunities.
- Translate CRM insights into actionable plans that support store performance and client growth.
- Foster a client-centric culture and enhance clienteling capabilities across the retail organization.
Who you are:
- 7+ years of experience in CRM, Client Engagement, Client Development, or Luxury Retail Marketing.
- Strong analytical skills with the ability to translate data into business actions.
- Experience supporting multi-unit retail organizations and clienteling initiatives.
- Strong project management, communication, and stakeholder management skills.
- Passion for luxury retail and delivering exceptional client experiences.
New York Salary Range:
Annual base salary range of $130,000 - $175,000 (plus discretionary bonus)
Kering is committed to building a diverse workforce. We believe diversity in all its forms - gender, age, nationality, culture, religious beliefs and sexual orientation - enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.
EOE MDFV
