Tiffany & Co.
Director, CRM & Client Insights – Tiffany & Co.
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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. The 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
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.
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.
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.
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).
Compensation The hiring range for this position ranges from $150,000 to $212,000. The salary offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for bonus.
Seniority Level
Director
Employment Type
Full‑time
Job Function
Business Development and Sales
Industries
Retail Apparel and Fashion
Retail Luxury Goods and Jewelry
Retail
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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. The 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
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.
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.
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.
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).
Compensation The hiring range for this position ranges from $150,000 to $212,000. The salary offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for bonus.
Seniority Level
Director
Employment Type
Full‑time
Job Function
Business Development and Sales
Industries
Retail Apparel and Fashion
Retail Luxury Goods and Jewelry
Retail
#J-18808-Ljbffr