Director, Global CRM & Loyalty

Michael Kors

About The Position

Michael Kors is seeking a strategic and customer-focused leader with expertise in CRM, loyalty, and customer lifecycle strategy. This role involves turning customer data and insights into personalized experiences that build loyalty, increase lifetime value, and strengthen brand connection. The ideal candidate will have a strong understanding of CRM fundamentals, including customer data, identity, loyalty programs, and clienteling, and the ability to build scalable global capabilities. This position requires comfort with both strategy setting and execution, thriving in cross-functional environments by partnering closely with Digital Marketing, E-Commerce, Retail, Analytics, and Technology teams to create seamless customer experiences across retail and digital touchpoints. The role demands an analytical, collaborative, and forward-thinking approach, with a passion for evolving how a global brand understands and engages its customer base.

Requirements

10–12+ years of experience in CRM, loyalty, and/or customer strategy within a global consumer brand.
Proven experience building and evolving CRM foundations, including data, identity, and lifecycle strategy.
Deep expertise in loyalty programs, clienteling, and customer data platforms (e.g., Amperity or similar CDPs).
Strong understanding of how CRM strategy informs channel execution, without requiring direct channel ownership.
Analytical mindset with the ability to translate data into strategic action.
Experience operating in a complex, cross-functional, and global environment.

Nice To Haves

Strong leadership skills with experience building and developing high-performing teams.
Passion for customer experience, brand building, and innovation

Responsibilities

Define and lead the global CRM vision, strategy, and roadmap, with a focus on long-term customer value creation.
Establish the foundational CRM framework across customer data, segmentation, lifecycle design, and personalization.
Drive a cohesive, customer-first strategy that connects brand, data, and experience across all touchpoints.
Partner with channel owners in Paid Media and Retention Marketing to ensure CRM strategy informs execution and insights.
Lead the strategic evolution of the KORSVIP loyalty program as a core driver of customer engagement and retention.
Define loyalty program structure, tiering, benefits, and long-term roadmap.
Elevate loyalty beyond transactional rewards into emotional and experiential brand connection.
Partner cross-functionally to embed loyalty across retail, e-commerce, and marketing experiences.
Own and scale the global clienteling strategy, positioning it as a key growth driver across retail channels.
Partner with Retail leadership to enhance associate-driven selling through data, tools, and training.
Define best practices for 1:1 outreach, appointment-based selling, and high-value customer engagement.
Ensure clienteling is fully integrated into the broader CRM and loyalty ecosystem.
Own the global strategy for first-party data growth, customer identity, and data quality.
Partner with Digital Product, Performance Marketing, and Technology teams to optimize data capture, consent, and enrichment.
Lead the evolution of customer identity resolution and CDP capabilities (e.g., Amperity).
Champion privacy-forward, future-ready data practices.
Define CRM and loyalty success metrics, including CLV, retention, engagement, and loyalty contribution.
Translate customer data into actionable insights that inform strategy across marketing and retail.
Partner with Analytics teams to build dashboards, forecasting models, and measurement frameworks.
Foster a culture of test-and-learn and continuous optimization.
Lead and develop a high-performing team across CRM, loyalty, and clienteling.
Act as a key thought partner to senior leadership on customer strategy and growth.
Collaborate closely with Digital Marketing, Creative, Technology, Analytics, and Regional teams to ensure aligned execution.
Influence how CRM strategy is operationalized across all customer-facing channels.