Veronica Beard

Director of Customer Development (Clienteling, Loyalty, & Gifting)

New York, NY · Director

Sponsorship not specifiedDetected 20 days ago

Stakeholder ManagementCRMShopifyLeadershipCommunication

About the role

The Director of Customer Development is responsible for leading the development and execution of Above the Bar customer experiences across all channels, acting as a GM for three critical, revenue driving businesses.
This role is instrumental in strengthening brand loyalty within the luxury segment by elevating personalized experiences across global stores and digital channels.

Drive adoption, optimization and performance of Clienteling across international retail stores and e-commerce to enable personalized outreach, styling and Very Important Customer (VIC) engagement.
Work with channel owners and teams to develop and share best practices that balance brand consistency with regional nuance (globally)
Support channel owners in meeting and exceeding their customer experience goals.
Design, optimize and manage tiered execution of experiential programs that reward and inspire customer retention and engagement.
Leverage customer insights and data to personalize and scale experiences across lifecycle stages that are brand and customer right and drive business value, including revenue generating in store events
Champion continuous improvement in building customer-centric, frictionless omnichannel experiences
Partner cross-functionally to ensure alignment on customer data, campaign execution, and service standards.
Lead and develop direct reports, setting clear objectives and fostering a culture of accountability and innovation.
Build scalable processes for global program and customer data management, including privacy management, disclosure, etc.
Own performance metrics tied to:

Experience with loyalty ecosystems e.g. Yotpo, LoyaltyLion, Clutch, etc.
Proven leadership experience managing direct reports.
Strong analytical skills with the ability to connect customer insights to financial performance.
8+ years of experience in luxury retail, CRM, loyalty, or customer engagement. Experience in women's apparel preferred but not required
Experience working with retail stores (globally preferred) and managing cross-market initiatives. Has retail operations expertise
Deep understanding of clienteling technologies (Tulip, NewStore) and e-commerce platforms (Shopify)
Innovation in experiential and loyalty programming
Experience working with Customer Database or CDP to support personalization, retention and engagement activities at the customer level
Demonstrated success improving customer satisfaction, NPS, retention, and sales productivity.
Drive data-driven decision making
Exceptional communication and stakeholder management capabilities
Embodies luxury customer mindset and service excellence
Strong relationship-building and cross-functional influence

8+ years of experience in luxury retail, CRM, loyalty, or customer engagement.
Experience in women's apparel preferred but not required
Experience working with retail stores (globally preferred) and managing cross-market initiatives.
Has retail operations expertise

This listing is sourced directly from Veronica Beard's careers page and normalized into a canonical job model.