• Director, CRM & Client Insights

    Tiffany & Co. (New York, NY)


    Position Overview:

    The Director of CRM & Client Insights is a pivotal global leadership role, driving Tiffany's overarching CRM strategy, client lifecycle programs, segmentation, and personalization. This position ensures a deep understanding of our clients, enabling the delivery of relevant, sophisticated, and luxury-caliber experiences across all touchpoints. This leader partners strategically with Global Marketing, Creative, Digital Product, Retail Client Development, and Data & AI to translate insights into high-impact omnichannel journeys and maintain business ownership of Client 360.

    Key Responsibilities:

    Pillar 1: Client Strategy & Insights Leadership

    + Lead global client analytics, defining behavioral insights, LTV logic, and acquisition/retention strategies.

    + Own all client and CRM business intelligence (BI), establishing global dashboards and driving consistent reporting.

    + Oversee digital tracking (GA4, tagging) to ensure data accuracy and compliance for engagement and behavioral metrics.

    + Define and govern client data business rules, including segmentation, targeting logic, and Client 360 taxonomy, partnering closely with IT and Data & AI.

    Pillar 2: Global CRM Program & Personalization Management

    + Develop and execute the global CRM strategy, encompassing segmentation logic, audience frameworks, and omnichannel personalization.

    + Manage CRM activation, including evergreen programs (e.g., welcome, birthday, lapsed), A/B testing, and predictive activation rules for AI-driven scores (e.g., churn, repurchase).

    + Lead the global channel strategy for email, SMS, and push notifications, including orchestration rules, deliverability, and content alignment with brand campaigns.

    + Drive GenAI content innovation for CRM messaging, ensuring rapid testing and adherence to Tiffany’s luxury tone and legal standards.

    Pillar 3: Omnichannel Integration & Clienteling Partnership

    + Act as the primary CRM partner for Retail Client Development, providing strategic insights, segmentation, and support to enhance in-store actions and Clienteling routines.

    + Define CRM requirements for Clienteling App integration, ensuring seamless data flow and experience continuity.

    + Collaborate with Digital Product to define the CRM technology roadmap, translating business needs into scalable product features for automation and audience management.

    Pillar 4: Strategic Leadership & Capability Building

    + Lead and develop a high-performing team of CRM managers, targeting specialists, and BI/insights analysts.

    + Champion a global culture of data literacy, client-centricity, and continuous improvement in CRM and personalization capabilities.

    + Drive cross-functional collaboration and alignment with key stakeholders across Marketing, Creative, Digital Product, Retail, and Data teams.

    Required Qualifications:

    + 12–15+ years in luxury CRM, personalization, client insights, or BI.

    + Expertise in Salesforce Marketing Cloud (or equivalent), strong analytical skills, and experience with AI-assisted content generation.

    + Excellent cross-functional leadership with Retail, Digital Product, Creative, Marketing and Data teams.

    + Strong knowledge of data privacy regulations (GDPR/CCPA).

     

    The hiring range for this position ranges from $150,000- $212,000. The salary offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for bonus.

     

    **Job Identification** : 62357

    **Job Category:** : Omnichannel & Data

    **Assignment Category** : Regular Full-time

    **Remote Positions** : No

    **Professional Experience** : Minimum 10 Years

     

    Equal Opportunity Employer