Senior Director, Global CRM & Retention Marketing
Michael Kors — Senior Director, Global CRM & Retention Marketing in the NY Metro Area. Lead global CRM, loyalty and retention across email, SMS and clienteling.
Overview
Michael Kors is a global luxury fashion brand within Capri Holdings, known for accessible luxury across ready-to-wear, accessories and footwear with a broad retail and digital footprint. As part of a multi-brand luxury group, the employer emphasizes brand storytelling, omnichannel retailing and cross-brand mobility, attracting candidates who combine commercial acumen with an appreciation for design-led consumer experiences.
Role & Responsibilities
- Define and lead the global retention marketing vision, strategy and roadmap across owned channels (email, SMS, direct mail, clienteling).
- Drive measurable improvements in customer lifetime value, repeat rate, purchase frequency and long-term retention.
- Own North America strategy and execution for email, SMS, direct mail and 1:1 clienteling outreach while balancing global governance with regional relevance.
- Lead the evolution of the KORSVIP loyalty program including tier strategy, lifecycle engagement and experiential loyalty.
- Own global customer database growth, data quality and identity resolution; partner to optimize opt-in, consent and first‑party data collection.
- Define and operationalize clienteling standards that integrate with CRM, loyalty programs and customer data to drive conversion and revenue.
- Translate customer data into actionable insights and define CRM success metrics and dashboards (CLV, retention, engagement, loyalty performance).
- Build a culture of continuous testing, learning and optimization across personalization, segmentation and automation frameworks.
- Lead, mentor and develop a high-performing CRM and retention team and act as a strategic thought partner to senior leadership.
Qualifications
- 10–12+ years of progressive experience in CRM, retention or lifecycle marketing within consumer or retail brands, ideally global or multi-regional.
- Proven expertise across email, SMS, loyalty and customer data platforms with hands-on experience defining channel strategies.
- Strong analytical capability with demonstrable experience connecting data and customer insights to storytelling and business outcomes.
- Experience leading global CRM programs and balancing centralized governance with regional execution.
- Demonstrated leadership managing multi-disciplinary, high-performing teams and partnering cross-functionally with Digital, E‑commerce, Retail, Analytics and Technology.
Skills
Experience
Ten to twelve-plus years of experience in CRM, retention or lifecycle marketing, preferably within a global consumer or retail brand. Demonstrated success leading multi-regional CRM strategies, loyalty programs and cross-functional teams to drive engagement and lifetime value.
Education
Bachelor’s degree in Marketing, Business, Communications or a related field; MBA or advanced degree preferred.
Benefits
Generous paid time off & holiday schedule; Summer Fridays; Internal mobility across brands; Cross-brand discount; Exclusive employee sales; Fav 5 Cards (friends & family discount); 401(k) match; Paid parental leave; Thrive wellness program; Commuter benefits; Gym discounts
Culture
The employer operates at the intersection of fashion and commerce, fostering a fast-paced, creative environment where brand storytelling and commercial performance are both priorities. Collaboration across Digital, Retail, Creative and Analytics is central, with emphasis on professional development, internal mobility and inclusive recruitment practices.