CRM Manager
Tripadvisor
Needham, MA (Remote)
$120K/yr - $140K/yrIn-houseFull-timeMid level3+ years exp.
6 days ago
Vice President, Customer Intelligence & CRM
New York City, NY (On-site)
$265K/yr – $335K/yrSenior Level15+ years expFull time
Posted 6 weeks ago
Top 1% of applicants do these two things.
The other 99% submit and hope. You're about to do something different.
Job Summary
Own the customer insights and CRM program to drive personal, brand-aligned engagement across owned channels.
- Growth Infrastructure: Own the annual insights roadmap and budget, aligning with company priorities.
- Brand & Measurement: Lead brand health tracking and LTV/churn analysis with Analytics for KPI discipline.
- Lifecycle & Personalization: Build lifecycle programs and segmentation, balancing commercial messaging with brand storytelling.
Job Description
Responsibilities
- Define and champion the company's long-term vision for customer intelligence, CRM, and owned channel engagement
- Serve as the executive voice of the customer in cross-functional decisions, influencing product, merchandising, retail, and digital strategy
- Partner with the C-suite and brand leadership to embed customer insight into seasonal and annual planning
- Own and manage a significant budget and team across insights, CRM, and email/SMS functions
- Build and drive the structured annual insights roadmap aligned to company priorities
- Establish brand health tracking and perception measurement
- Lead primary and secondary research initiatives (qualitative and quantitative)
- Build real-time feedback loops (e.g., online communities, concept testing)
- Translate insights into clear, actionable business and marketing recommendations
- Define CRM segments aligned to growth strategy
Requirements
- 15+ years in consumer insights, CRM, customer strategy, or lifecycle marketing, with meaningful tenure in senior leadership
- Demonstrated experience building and scaling functions from the ground up — not just inheriting and running them
- Track record of owning significant budgets and leading multi-disciplinary teams across insights, CRM, and channel functions
- Expertise in segmentation, lifecycle strategy, and owned channel optimization at the enterprise level
- Executive-level communication and influencing skills; comfortable presenting to the C-suite
- Ability to translate complex data and research into strategic narratives that drive business decisions
- Ability to operate in both high-strategy and hands-on capacities — the VP who can still go deep
- Luxury, fashion, or premium retail experience a strong plus
Preferred
- Luxury, fashion, or premium retail experience a strong plus
Benefits
- a generous set of benefits to help you take care of your mental and physical health, create financial security, and achieve wellness in all areas of your life
- a generous employee discount and access to exclusive sample sales
- access to free executive coaching on-demand
- paid volunteer days through the Tory Burch Foundation
Tory Burch
Tory Burch is an American luxury lifestyle brand founded in New York in 2004. What began with a boutique in Manhattan and an e-commerce site has since grown into a global business with 400 stores across North America, Europe, the Middle East, Latin America, Asia and Australia. In addition, the brand is available at more than 3,000 department and specialty stores worldwide. Tory Burch started her company with a clear purpose: to build a global luxury brand and a foundation that would advance women’s economic power. Designed in her New York atelier, the collection includes ready-to-wear, handbags, shoes, accessories, beauty and home. The Foundation was established in 2009 to provide women entrepreneurs in the United States with access to capital, education and community. Tory has been recognized with numerous awards and honors, including the CFDA for Accessory Designer of the Year, WWD Women’s Designer of the Year, Harper’s Bazaar’s Designer of the Year, the Parsons School of Design’s Table Award, the Wharton School’s Jay H. Baker Retailing Center’s Retail Excellence Award, the SCAD Étoile Award, the Breast Cancer Research Foundation’s Sandra Taub Humanitarian Award, Forbes’s Most Powerful Women in the World, and Glamour’s Women of the Year. Her first book, Tory Burch In Color (Abrams, 2014), was a New York Times Best Seller, and her designs have been featured in the Metropolitan Museum of Art’s Costume Institute.
