Director, Clienteling & Loyalty

Overview

Brooks Brothers is seeking a Director of Clienteling, Loyalty & Gifting to lead the strategy, development and execution of customer experiences and engagement across critical revenue driving businesses.  This role elevates the personalized experiences to exceed the expectations of the modern luxury customer – delivering integrated high-touch, relationship-driven moments that deepen loyalty and drive measurable business impact.  This leader works cross-functionally with Retail, eCommerce, Marketing, Analytics, IT and Store Operations teams to deliver on the 1818 Promise in all channels – retail (full price and factory) and ecommerce.  This role is instrumental in strengthening brand loyalty within the luxury segment by elevating personalized experiences across channels.  The Director of Clienteling & Loyalty drives measurable growth in customer satisfaction, sales per customer, and retention – ensuring the brand builds enduring, high-value relationships with its clientele. 

Responsibilities

•    Lead the strategy, development, 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 drive adoption, optimization and performance  of 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•    Design and 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•    Leverage customer insights and data to personalize and scale experiences across lifecycle stages that are brand and customer right and drive business value, including revenue generating in store events•    Champion continuous improvement in building customer-centric, frictionless omnichannel experiences•    Partner cross-functionally to ensure alignment on customer data, campaign execution and service standardsLeadership & Team Development:•    Translate insights into actionable strategies that grow sales per customer and strengthen long-term brand affinity•    Lead and develop direct reports, setting clear objections and fostering a culture of accountability and partnership•    Build scalable processes for clienteling and loyalty programsOwn performance metrics tied to:•    Customer retention rate•    Sales per customer / Average annual spend•    Customer lifetime value (CLTV) •    Loyalty participation & engagement•    Program ROI•    Event ROI•    Influenced sales goals

Qualifications

•    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

Pay Range

USD $128,700.00 - USD $234,000.00 /Yr.