SR. DIRECTOR, CRM & CLIENTELING at CELINE | New York, USA | $200K/yr – $220K/yr

CELINE

SR. DIRECTOR, CRM & CLIENTELING

New York, USA (On-site)

$200K/yr – $220K/yrSenior Level10+ years expFull time

Posted 5 months ago

Job Summary

Drive regional CRM and clienteling leadership to grow LTV and retention, aligning global strategy with local execution.

Own regional CRM and clienteling strategy development.
Must-have: 10–15+ years in CRM/retention, luxury sector preferred.
Standout: Experience scaling global CRM to regional programs with measurable LTV impact.

Job Description

Responsibilities

Define and lead the regional CRM & Clienteling Strategy Development: define and lead the global retention marketing vision, strategy, and roadmap across owned channels; drive measurable improvements in customer lifetime value, repeat rate, frequency, and retention; ensure the CRM strategy supports brand storytelling and performance outcomes; develop and execute lifecycle programs across acquisition, retention, reactivation, and advocacy; define CRM segments aligned with growth strategy and design differentiated engagement strategies.
Lead the enhancement and management of the regional clienteling strategy; partner with Retail teams to establish how one-to-one outreach complements digital CRM and loyalty engagement; set standards for how clienteling integrates with CRM platforms, loyalty programs, and customer data; establish success metrics for clienteling; lead the strategic design and implementation of next-generation clienteling platforms; define and lead local clienteling budget and strategy; implement global clienteling programs locally; set targets for key Clienteling KPIs; drive the Retail network to boost customer-service orientation; oversee CRM trainings and coaching; manage locally the Clienteling APP; map needs of tools and support central teams.
Events Management: develop action plans for the region; organize events with the support of Retail, VM, and Communication departments; define targets and client segmentation; track performance and make recommendations; benchmark clienteling activity against competitors.
Partnership: identify relevant partnerships for acquisition, retention, client experience and propose new ideas; set up new local partnerships with central team support.
Client Data & Analytics: utilize data and customer insights to guide decisions; partner with analytics to identify drivers of LTV and churn; manage KPI discipline; drive innovation with predictive analytics, machine learning models, and smart segmentation; oversee governance of client data and GDPR-compliant frameworks; define action plan to improve client data quality; monitor data quality for regional clients and identify needs/risks.
Gifting & Services: propose ideas for new developments to match local needs; benchmark gifting activity; measure and share impact of initiatives.

Requirements

Bachelor’s Degree in business or marketing required (or equivalent experience).
Typically requires 10-15+ years of experience in CRM, retention marketing, or lifecycle marketing, with a significant portion in the luxury sector.
Proven experience in building and evolving global CRM and loyalty ecosystems across various channels.
Retail experience preferred.
Experience in luxury/fashion business a plus.
Proficiency in CRM tools and customer data analysis.
Strong analytical skills with the ability to use data and customer insights to drive decisions.
Ability to travel.
Flexibility to work a retail schedule including evenings, weekends and holidays.
Excellent written and verbal communication skills.
Ability to interact with all levels of the organization including senior leadership and retail associates.

Preferred

Languages other than English are a plus.
Experience in luxury/fashion business is a plus.
Marketing / Creative profile with very good communication skills.

Benefits

medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution.

CELINE

3.4 Glassdoor

CELINE, LVMH owned French luxury house under the creative direction of Michael Rider. Founded in Paris in 1945 by Céline Vipiana CELINE is renowned for its long history in celebrating French creativity and craftsmanship through its Ready-to-wear, Couture, Leather-goods, Haute Parfumerie and Beauté collections. The House’s ateliers and headquarters are located at 16, rue Vivienne at l’Hôtel Colbert de Torcy in the heart of Paris.

Founded in 1945

Paris, Île-de-France, FRA

3.1K employees (494 in marketing)

www.celine.com

64% recommend to a friend

68% CEO approval