Responsibilities

• Brooks Brothers is seeking a Director of Clienteling & Loyalty to lead the strategy and execution of customer engagement across retail and digital channels.
• Lead the strategy, execution, and ongoing optimization of the Brooks Brothers clienteling program across stores, including defining outreach standards, engagement strategies, and performance expectations for associates
• Partner with Retail leadership to embed clienteling into store culture and daily operations, supporting adoption, training, and consistency across the fleet
• Partner with Store, Technology and Digital teams to identify and evolve clienteling tools and capabilities that enable effective associate-to-customer communication
• Own the strategy and evolution of the Brooks Brothers loyalty program, including structure, benefits, and value proposition
• Drive customer engagement and retention through loyalty initiatives, with a focus on measurable impact to lifetime value
• Develop and manage segmentation and personalization strategies in support of clienteling and loyalty initiatives, in partnership with CRM, Digital, and other cross-functional teams
• Define KPIs and reporting frameworks to measure performance of clienteling and loyalty programs, and partner with Analytics to translate insights into actionable improvements
• Collaborate cross-functionally with Store, Marketing, Merchandising, eCommerce, and Technology teams to ensure alignment with brand priorities and key business initiatives
• Monitor industry trends and competitive landscape to inform ongoing program evolution

Requirements

• 8–12+ years of experience in CRM, loyalty, clienteling, or customer marketing within a retail or omnichannel environment
• Demonstrated experience building or scaling customer engagement or loyalty programs
• Strong understanding of customer lifecycle marketing, segmentation, and personalization within defined channels or programs
• Experience working with CRM/CDP platforms and customer engagement tools
• Analytical mindset with ability to interpret data and inform strategic decisions
• Proven ability to lead cross-functional initiatives and influence stakeholders across Retail and Digital organizations
• Strong communication and organizational skills