Tory Burch Vice President, Customer Intelligence & CRM

About the Company

We are an American luxury lifestyle brand, founded in 2004. Anchored in the casual elegance of American sportswear, our design philosophy is defined by effortless silhouettes, innovative materials, eclectic juxtapositions of color, and the tension of past and present. The collections include ready‑to‑wear, handbags, footwear, accessories, jewelry, home and beauty.

• Our culture is welcoming and inclusive – everyone is empowered to make a difference.
• We pay competitively and reward high performance.
• Your overall well‑being is important to us; we offer generous benefits to help you take care of your mental and physical health, create financial security, and achieve wellness.
• Employees receive a generous discount and access to exclusive sample sales.
• We provide free executive coaching on‑demand.
• Opportunities to give back through the Tory Burch Foundation and paid volunteer days.

• Define and champion the company’s long‑term vision for customer intelligence, CRM, and owned channel engagement.
• Serve as the executive voice of the customer in cross‑functional decisions, influencing product, merchandising, retail, and digital strategy.
• Partner with the C‑suite and brand leadership to embed customer insight into seasonal and annual planning.
• Own and manage a significant budget and team across insights, CRM, and email/SMS functions.

• Build and drive the structured annual insights roadmap aligned to company priorities.
• Establish brand health tracking and perception measurement.
• Lead primary and secondary research initiatives (qualitative and quantitative).
• Build real‑time feedback loops (e.g., online communities, concept testing).
• Translate insights into clear, actionable business and marketing recommendations.

• Define CRM segments aligned to growth strategy.
• Develop and execute lifecycle programs across acquisition, retention, reactivation, and advocacy.
• Design differentiated segment engagement strategies across promotional, product exclusives, access, experiences, and content to increase relevance and loyalty.
• Partner with Analytics to identify drivers of LTV and churn, establish measurement frameworks and manage KPI discipline.
• Ensure CRM activation reflects both customer insight and brand positioning.

• Own Email and SMS calendar, messaging strategy, and audience targeting.
• Drive channel‑level KPIs (open rate, CTR, conversion, revenue per send, list growth).
• Develop personalization and testing roadmap.
• Ensure balance of commercial messaging with brand storytelling and integration with broader marketing campaigns and product priorities.

• 15+ years in consumer insights, CRM, customer strategy, or lifecycle marketing, with meaningful senior‑leadership tenure.
• Demonstrated experience building and scaling functions from the ground up.
• Track record of owning significant budgets and leading multi‑disciplinary teams across insights, CRM, and channel functions.
• Expertise in segmentation, lifecycle strategy, and owned‑channel optimization at the enterprise level.
• Executive‑level communication and influencing skills; comfortable presenting to the C‑suite.
• Ability to translate complex data and research into strategic narratives that drive business decisions.
• Ability to operate in both high‑strategy and hands‑on capacities.
• Luxury, fashion, or premium retail experience is a strong plus.

The compensation range for this position is $ USD – $ USD. Our offer will be based on your relevant experience and work location.

Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No.

184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to apply for a job or to perform your job, please let us know. Examples of reasonable accommodation include changes to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or specialized equipment.

Please contact  for assistance.