HEAD OF CRM & CLIENTELING, NORTH AMERICA Full Time NEW

Symbol of elegance and authentic luxury with its sophisticated and timeless Collections, CELINE is a French Leather-Goods and Couture House, driven by a strong artistic and holistic vision. CELINE’s ambition is to be one of the most iconic luxury brands worldwide.

To make this vision a reality we are looking for agile, passionate and authentic personalities who are eager to evolve in a highly creative and challenging environment.

YOUR WORK ENVIRONMENT

As Sr. Director, CRM & Clienteling, you will play a key role in the implementation of Celine’s ambitious development plan. You will be in charge of defining the regional vision, strategy, and roadmap for CRM and clienteling initiatives across all channels, and will focus on improving recruitment, retention, and customer engagement locally, as well as spreading the Client culture within the local teams.

This experience will enable you to drive measurable improvements in customer lifetime value, repeat purchase rates, frequency, and overall retention. You will have the opportunity to learn and contribute to a global luxury brand’s customer engagement strategy.

YOUR IMPACT

Regional CRM & Clienteling Strategy Development:

• Define and lead the global retention marketing vision, strategy, and roadmap across owned channels, positioning clienteling as a core pillar of the retention and loyalty ecosystem.
• Drive measurable improvements in customer lifetime value, repeat rate, frequency, and retention.
• Ensure the CRM strategy supports both brand storytelling and performance outcomes across the customer funnel.
• Develop and execute lifecycle programs across acquisition, retention, reactivation, and advocacy.
• Define CRM segments aligned with the company’s growth strategy and design differentiated engagement strategies.

Client Development Evolution & Integration:

• Lead the enhancement and management of the regional clienteling strategy, supporting regional teams in planning and execution of their programs.
• Partner closely with Retail teams to establish how one-to-one outreach complements digital CRM and loyalty engagement.
• Set standards for how clienteling integrates with CRM platforms, loyalty programs, and customer data to drive incremental revenue, repeat purchases, and long-term brand affinity.
• Establish success metrics for clienteling, including engagement, assisted conversion, and impact on high-value customer segments.
• Lead the strategic design and implementation of next-generation clienteling platforms, including feature definition, business logic, user personas, and workflow architecture.
• Define and lead local clienteling budget and strategy.
• Implement global clienteling programs locally.
• Set targets for all key Clienteling KPIs in the region, in coordination with central clienteling teams (reachability, retention, repeat visit, recruitment, prospect collection, conversion, cross-sell, client satisfaction surveys, etc.).
• Drive the Retail network closely to boost customer-service orientation.
• Oversee CRM trainings and coaching with the training team and with the support of ambassadors in stores.
• Manage locally the Clienteling APP used by CELINE teams by defining the relevant programs for the Region / each store, controlling the performance and usage, and organizing the feedback loops for APP improvements or further local adaptations.

Job Responsibilities

Events Management:

• Develop action plan for the region, aligned with the House general guidelines.
• Organize events with the support of Retail, VM, and Communication departments.
• Define targets for each action as well as the client segmentation to be reached.
• Track performance and make recommendations for next programs.
• Ensure a continuous benchmark of the clienteling activity of our main competitors in the region.

Partnership:

• Identify relevant partnership for acquisition, retention, client experience and propose new ideas.
• Set-up new local specific partnership with the support of the central team.

Client Data & Analytics:

• Utilize data and customer insights to guide decisions, balancing analytical rigor with thoughtful brand storytelling.
• Partner with analytics to identify drivers of customer lifetime value (LTV) and churn, establish measurement frameworks, and manage KPI discipline.
• Drive innovation frameworks that embed predictive analytics, machine learning models, and smart segmentation into client development strategies.
• Oversee governance of client assignment logic, segmentation models, lifecycle attributes, and GDPR-compliant data frameworks.
• Define action plan to improve client data quality.
• Monitor data quality for regional clients and identify needs / risks.

Gifting & Services:

• Propose ideas of new developments to match local needs.
• Ensure a continuous benchmark of the gifting activity of our main competitors in the region.
• Measure and share the impact of all initiatives.

Profile

Clienteling Community Animation: Manage regional clienteling team and oversee Retail network clienteling performances. Build a local clienteling community (coordinators, experts, etc.). Spread the clienteling culture within retail teams and put the client top of mind for everyone. Be part of the Worldwide clienteling community and be contributor of the definition of the global clienteling strategy, being the voice of the region. Tools (IT / System): Map needs of tools and support central teams in the development of new tools to fit local needs. Be part of the definition and the implementation of CELINE Clienteling tools. Support local implementation and monitor utilization (and train teams if needed). Budget & Performance: Define local clienteling budget (targets and financial / human resources). Monitor budget consumption as well as the return on investment (with the support of the central Clienteling team). Cross-functional Collaboration & Leadership: Act as a key thought partner to senior leadership on customer strategy and brand storytelling. Collaborate closely with Retail leaders to deliver cohesive execution. Lead, mentor, and develop a high-performing CRM and clienteling team. Forge meaningful relationships and work effectively across departments, functions, and third-party partners to develop communication strategies. KEYSS FOR SUCESS Education: Bachelor’s Degree in business or marketing required (or equivalent experience). Experience: Typically requires 10-15+ years of experience in CRM, retention marketing, or lifecycle marketing, with a significant portion in the luxury sector. Proven experience in building and evolving global CRM and loyalty ecosystems across various channels. Retail experience preferred. Experience in luxury/fashion business a plus. Competencies: Ability to manage multiple priorities in a fast-paced, multi-dimensional environment. Superior organizational, communication and interpersonal skills. Detail oriented, highly organized. Excellent written and verbal communication skills. Ability to interact with all levels of the organization including senior leadership and retail associates. Ability to travel. Flexibility to work a retail schedule including evenings, weekends and holidays. Strong analytical skills with the ability to use data and customer insights to drive decisions. Demonstrated leadership skills with experience leading and developing teams. Excellent communication and storytelling capabilities, able to make data compelling to diverse audiences. Experience with project management and driving large-scale digital transformation initiatives. Deep understanding of luxury consumer behavior and the ability to create personalized, high-touch experiences. Proficiency in CRM tools and customer data analysis. Highly rigorous with an eye for detail. Strong Retail and organization skills. Marketing / Creative profile with very good communication skills. Good analytical skills for the monitoring / tracking of the Clienteling initiatives. Languages: Fluent in English with proficiency of other language(s) will be an advantage.

Additional Information

OUR COMMITMENT

CELINE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.

We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.

CELINE recruits and recognizes all types of talent and singularities.

The base compensation for this position ranges from $200,000 – $220,000 (annually). The rate of pay offered will be dependent upon candidate’s relevant skills and experience. In addition, there is a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution.