CRM & Clienteling Director, Americas

Brobston Group LLC; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Brobstongroup.com - Jobboard is seeking a CRM & Clienteling Director, Americas, to drive client acquisition and retention across the region. This leadership role collaborates with retail, marketing, and training teams to enhance client experiences through data-driven strategies.

The ideal candidate will have 10+ years in CRM and a proven track record in the luxury sector, alongside strong analytical skills and a willingness to travel. This is an excellent opportunity to impact high-value client engagement initiatives.

Qualifications

• 10+ years of experience in CRM, clienteling, or lifecycle marketing.
• Proven track record of shaping CRM and client engagement strategies.
• Strong leadership and collaboration skills.

Responsibilities

• Define and lead regional CRM and clienteling strategy to drive retention.
• Collaborate with teams to ensure clienteling skills are met.
• Own local budget and manage regional client database.

Skills

CRM experience

Client engagement strategies

Leadership skills

Analytical mindset

Cross-functional collaboration

Tools

Salesforce

Power BI

Job description

Summary

The CRM & Clienteling Director, Americas will define and lead the regional CRM and clienteling strategy to drive client acquisition, retention, and high-value engagement. This role partners closely with retail, marketing, visual merchandising, and training teams to deliver personalized, high-touch client experiences and event activations across the region. The position is responsible for leveraging data and analytics to inform decisions, measure performance, and optimize client lifecycle initiatives.

Responsibilities

• Lead and elevate the regional clienteling strategy to drive business performance and retention across client segments.
• Develop vision, roadmaps, and action plans to accelerate performance for new, existing, and VIC clients and set regional KPI targets.
• Collaborate with retail and training teams to ensure store teams have clienteling skills and meet targets.
• Plan and execute client activations, events, and Fashion Show experiences, defining targets and monitoring performance.
• Own the local clienteling budget and manage the regional client database to ensure data accuracy and quality.
• Identify strategic partnership and recruitment opportunities to grow the client base and improve retention.
• Provide regional client insights to global teams and champion a client‑centric culture across stakeholders.

Requirements

• 10+ years of experience in CRM, clienteling, retention, or lifecycle marketing, preferably in the luxury sector.
• Proven track record shaping CRM, loyalty, and client engagement strategies across channels.
• Strong leadership and cross‑functional collaboration skills with experience influencing senior stakeholders and retail teams.
• Analytical mindset with the ability to leverage customer data and insights; familiarity with tools such as Salesforce and Power BI is a plus.
• Experience managing complex projects in fast‑paced environments and supporting store‑facing clienteling initiatives and events.
• Willingness to travel up to 30% domestically and internationally.