Director of Client Strategy

London Jewelers; Glen Head (NY); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Paid time off

401(k) with employer matching

Employee assistance program

Flexible spending account

Health savings account

Life insurance

Job summary

London Jewelers is seeking a Director of Client Strategy & CRM to lead client engagement across all boutique locations, elevate clienteling, and maximize lifetime value through data-driven insights. The role collaborates with Retail Operations, Marketing, Buying, E commerce and brand partners to ensure luxury hospitality standards and omnichannel excellence.

The ideal candidate has 8-12+ years in CRM or related fields, with experience in high-end watches, jewelry, fashion, or hospitality.

Qualifications

• 8-12+ years in CRM, Client Strategy, Clienteling or Business Development in luxury/hospitality sectors.
• Bachelor's degree in Business, Marketing, or related field.
• Strong relationship management, cross-functional leadership and strategic planning.

Responsibilities

• Develop and execute the long-term CRM and client engagement strategy across boutique locations.
• Build a world-class clienteling culture and increase client retention and lifetime value.
• Lead data-driven initiatives to acquire, reactivate, and retain VIP clients.
• Create segmentation, define KPIs, and develop executive dashboards with CRM KPIs.
• Drive Loyalty & Luxury Clienteling programs and exclusive events partnerships.

Skills

Client Strategy

Clienteling

Business Development

Leadership

Analytics

Education

Bachelor's degree in Business/Marketing

Tools

Salesforce

Microsoft Dynamics

HubSpot

Tulip

Job description

London Jewelers is a premier jewelry business, family owned and operated for 100 years. We continue to set the standard for quality and service in providing customers with the finest selection of diamonds, designer jewelry, fine timepieces and giftware, that has adorned the most prestigious collections and graced the most elegant occasions.

From its humble beginnings in Glen Cove in 1926 to becoming a beacon of luxury and throughout 4 generations, London Jewelers has consistently pushed the boundaries of service excellence and expertise, being recognized as a premier destination, and an authorized retailer of internationally renowned brands.

Role & Responsibilities

The Director of Client Strategy & CRM is responsible for developing and executing the company's client engagement strategy across all boutiques and brands. This executive will transform customer data into actionable insights, build a best-in-class luxury CRM ecosystem, elevate clienteling practices, and maximize client lifetime value.

Working closely with Retail Operations, Marketing, Buying, E commerce, and brand partners, this leader will ensure every client interaction reflects the highest standards of luxury hospitality while leveraging data to drive client acquisition, retention, cross-selling, and repeat business.

The ideal candidate combines luxury retail expertise, analytical thinking, CRM technology, and a deep understanding of high-net-worth clientele.

Key Accountabilities

• Develop and execute the company's long-term CRM and client engagement strategy.
• Build a world-class clienteling culture across all boutique locations.
• Increase client retention, purchase frequency, and lifetime value.
• Develop strategies to acquire, reactivate, and retain VIP clients.
• Create segmentation strategies based on client value, behavior, demographics, and purchasing patterns.
• Define KPIs and success metrics for all client engagement initiatives.
• Lead the company's customer intelligence efforts by:
• Identifying opportunities for cross-selling corporate gifting strategy that enhances brand prestige and meets client needs.
• Develop executive dashboards with CRM KPIs
• Client Journey Optimization
• Map and optimize every stage of the customer journey.
• Ensure a seamless omnichannel experience across boutiques, website, phone, and events.
• CRM Platform Management
• Continuously improve the company's CRM platform.
• Partner with IT and vendors to continuously improve system capabilities.
• Review and process monthly account mergers, including open special orders, repairs, layaways, and store credits ensuring data integrity and an exceptional client experience.
• Loyalty & Luxury Clienteling Program
• Program Strategy & Development: design and implement a high-end loyalty program tailored to affluent customers, ensuring exclusivity and brand alignment.
• Customer Engagement & Retention: Develop personalized rewards, experiences, and benefits to foster long-term relationships with VIP clients.
• Data Analytics & Performance Tracking: Leverage CRM tools to analyze customer behavior, optimize program effectiveness, and refine engagement strategies.
• Exclusive Events & Partnerships: curate luxury experiences, private events, and strategic partnerships to enhance customer loyalty.
• Holiday Gift Program: Lead the execution of the annual luxury Holiday Gift Program, developing project timelines from gift selection through final delivery while partnering with vendors to ensure a seamless, elevated client experience.

Scope: all existing and future London Jewelers multi-brand and mono-brand boutiques.

• East Hampton, NY
• Southampton, NY
• Short Hills, NJ (The Mall at Short Hills)

Cross-Department Collaboration: Retail, Communication, Digital, IT and Brands

Direct Reports: None

Reporting to: Chief Operating Officer

Location: in-person at our Corporate Headquarters in Glen Head, NY

Domestic Travel: regular visits to all London Jewelers locations

Availability: evenings and/or weekends when necessary

Employee Status: full-time role with exempt classification

Compensation: $120,000 - $150,000

Experience & Qualifications

• Experience: 8-12+ years of CRM, Client Strategy, Clienteling or Business Development, ideally within high-end watches, jewelry, fashion, or hospitality. Experience with CRM platforms (Salesforce, Microsoft Dynamics, HubSpot, Tulip, or similar). Advanced Microsoft Excel and proficiency with BI tools
• Education: Bachelor's degree in Business, Marketing, or a related field.
• Skills: Strong relationship management, cross-functional and collaborative leadership and strategic planning abilities. Strong analytical skills with the ability to convert data into business strategy. Excellent leadership, communication, and presentation skills. Outstanding organizational and project management skills with meticulous attention to detail.
• Luxury Industry Expertise: Deep understanding of UHNW clientele expectations and premium service execution.
• Health insurance
• Vision insurance
• Paid time off
• 401(k) with employer matching
• Employee assistance program
• Flexible spending account
• Health savings account
• Life insurance

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.