Michael Kors · 1 week ago
Senior Director, Retention Marketing & Global CRM
New York, NY
Full-time
Hybrid
Director/Executive
$180K/yr - $230K/yr
10+ years expMichael Kors is a global consumer brand seeking a strategic, digitally fluent retention leader for the role of Senior Director, Retention Marketing & Global CRM. This position involves defining and leading global retention marketing strategies, enhancing customer loyalty programs, and leveraging data insights to optimize customer engagement and lifetime value.
ApparelE-CommerceFashionRetail
Responsibilities
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 CRM strategy supports both brand storytelling and performance outcomes across the funnel
Own NA strategy and execution for: Email marketing, SMS, Direct mail, Clienteling & 1:1 outreach
Elevate personalization, segmentation, automation, and testing frameworks across all channels
Balance centralized global governance with regional flexibility and relevance
Lead the evolution of the KORSVIP loyalty program, including: Tier strategy and benefits, Lifecycle engagement, Emotional and experiential loyalty
Partner with Retail, E-Commerce, and Marketing to ensure loyalty is deeply embedded across customer touchpoints
Use loyalty insights to fuel personalization, exclusivity, and brand affinity
Own global customer database growth strategy, including acquisition, data quality, and identity resolution
Partner with Performance Marketing and Digital Product teams to optimize opt-in, consent, and first-party data collection
Champion privacy-forward, future-ready CRM practices
Define and lead the global clienteling strategy, positioning it as a core pillar of the retention and loyalty ecosystem
Partner closely with Retail and Field 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 to drive incremental revenue, repeat purchase, and long-term brand affinity
Establish success metrics for clienteling, including engagement, assisted conversion, and impact on high-value customer segments
Translate customer data into actionable insights that drive strategy and execution
Define CRM success metrics and dashboards (CLV, retention, engagement, loyalty performance)
Build a culture of continuous testing, learning, and optimization
Lead, mentor, and develop a high-performing CRM and retention team
Act as a key thought partner to senior leadership on customer strategy and brand storytelling
Collaborate closely with Creative, Tech, Analytics, Retail, and Regional leaders to deliver cohesive execution
Qualification
Required
10–12+ years of experience in CRM, retention marketing, or lifecycle marketing, ideally within a global consumer brand
Deep expertise in email, SMS, loyalty, and customer data platforms
Strong analytical mindset with the ability to connect data to customer-centric storytelling
Experience leading global or multi-regional CRM strategies
Preferred
Proven leadership experience managing high-performing, multi-disciplinary teams
Comfort operating at both strategic and executional levels in a fast-paced environment
Passion for customer experience, brand building, and innovation
Benefits
Generous Paid Time Off & Holiday Schedule
Summer Fridays
Internal Mobility Across Brands
Cross-brand Discount
Exclusive Employee Sales
Fav 5 Cards (MK Discount for friends and family)
401k Match
Paid Parental Leave
Thrive Wellness Program
Commuter Benefits
Gym Discounts
Company
Michael Kors
Michael Kors is an e-shop that offers ladies fashion clothing and accessories that fit perfectly and meets the needs of the modern woman.
10001+ employees
H1B Sponsorship
Michael Kors has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (11)
2023 (10)
2022 (14)
2021 (20)
2020 (25)
Funding
Current Stage
Late StageLeadership Team
Anne Pezzano Walsh
Senior Vice President of Merchandising - North America Retail
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