Supervisor, CRM

We are an American luxury lifestyle brand, founded in 2004. Anchored in the casual elegance of American sportswear, Tory’s 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. Empowering women is the company’s guiding principle, expressed through Tory’s collections and reflected in the company culture as well as the work of the Tory Burch Foundation. Established in 2009, the Foundation provides women entrepreneurs in the United States with capital, education and community. You are seeking a work environment where people are encouraged to dream, explore, discover and, as important, laugh together. If you’re prepared to work hard, create impact, and have fun while doing it, we would love to have you join #TeamTory. Apply today! Life @ToryBurch is Special Because: When you join us, you’re joining a global, purpose-led company on an exciting growth journey with an amazing culture and great benefits. Our culture is welcoming and inclusive -- everyone is empowered to make a difference. We have the best team in the world and believe in paying competitively and rewarding for 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 in all areas of your life. We love seeing our employees wear our beautiful collections. You’ll receive a generous employee discount and access to exclusive sample sales. We are invested in your professional growth – you’ll have access to free executive coaching on-demand. This Role is Tailor-Made for You Because: A Day in the Life:

The CRM Supervisor, China owns customer data analysis and translates customer, transaction and engagement data into actionable insights that strengthen acquisition, retention and loyalty performance. The role oversees day-to-day CRM system management, loyalty program operations, data quality and reporting, partnering with Retail, eCommerce, Merch, Marketing, Technology and global CRM/BI teams to improve the end-to-end customer journey. The position provides hands-on supervision of assigned resources and external partners, ensuring priorities, deliverables and service standards are met.

1. Customer Data Analytics & Business Insights (Primary Focus)   Own the CRM analytics agenda and KPI framework across customer acquisition, engagement, retention, reactivation, loyalty and sales contribution.  Integrate, cleanse and analyse customer, transaction, campaign and channel data; identify trends, patterns, anomalies and growth opportunities.  Develop segmentation and lifecycle analyses across channels, stores, product categories, customer value tiers and behavioural cohorts.  Build and maintain management dashboards and recurring weekly, monthly, quarterly and annual performance reporting, with clear commentary and recommended actions.  Translate complex analysis into concise presentations and practical recommendations for CRM targets, sales action plans, clienteling, offers and campaign optimisation.  Partner with Global BI and partners on data preparation, processing, modelling, customer segmentation and data visualisation.  2. Loyalty   Programme   Management   Support the strategy, roadmap and ongoing optimisation of the China loyalty program, using data to improve member recruitment, activation, engagement, retention and value.  Monitor loyalty benefits, tiers, earn/burn mechanics, member journeys and program performance; identify opportunities to improve relevance, efficiency and customer experience.  In partnership with the Marketing team, coordinate loyalty campaigns, member communications and store execution with Retail, eCommerce, and