Senior Director, Retention Marketing & Global CRM

Michael Kors

23h

About The Position

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion. If you enjoy working in a creative, fast-paced environment, then we would love to hear from you! — Who You Are: You are a strategic, digitally fluent retention leader who understands how strong customer relationships drive long-term brand and business value. You know how to build and evolve global CRM and loyalty ecosystems across email, SMS, direct mail, and clienteling, creating connected experiences that feel personal, relevant, and on-brand. You use data and customer insights to guide decisions, balancing analytical rigor with thoughtful brand storytelling. You’re comfortable partnering across Digital, E-Commerce, Retail, Analytics, Technology, and regional teams, and you lead with clarity and collaboration to deliver cohesive, high-impact customer experiences that drive engagement, loyalty, and lifetime value. What You’ll Do: Global CRM & Retention Strategy 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. Owned Channel Leadership 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. KORSVIP Loyalty Program 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. Global Database Growth & Customer Identity 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. Clienteling Strategy 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. Analytics, Insights & Optimization 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. Leadership & Cross-Functional Partnership 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

Global CRM & Retention Strategy 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.
Owned Channel Leadership 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.
KORSVIP Loyalty Program 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.
Global Database Growth & Customer Identity 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.
Clienteling Strategy 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.
Analytics, Insights & Optimization 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.
Leadership & Cross-Functional Partnership 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.