Brooks Brothers is seeking a Director of Clienteling & Loyalty to lead the strategy and execution of customer engagement across retail and digital channels. This role will own the clienteling program, enabling store associates to build and maintain relationships with customers beyond the four walls, and oversee the development and performance of the brand’s loyalty program.
This position will partner closely with Retail, eCommerce, Marketing, and Analytics to drive customer retention, lifetime value, and a more personalized omnichannel experience.
• Lead the strategy, execution, and ongoing optimization of the Brooks Brothers clienteling program across stores, including defining outreach standards, engagement strategies, and performance expectations for associates
• Partner with Retail leadership to embed clienteling into store culture and daily operations, supporting adoption, training, and consistency across the fleet
• Partner with Store, Technology and Digital teams to identify and evolve clienteling tools and capabilities that enable effective associate-to-customer communication
• Own the strategy and evolution of the Brooks Brothers loyalty program, including structure, benefits, and value proposition
• Drive customer engagement and retention through loyalty initiatives, with a focus on measurable impact to lifetime value
• Develop and manage segmentation and personalization strategies in support of clienteling and loyalty initiatives, in partnership with CRM, Digital, and other cross-functional teams
• Define KPIs and reporting frameworks to measure performance of clienteling and loyalty programs, and partner with Analytics to translate insights into actionable improvements
• Collaborate cross-functionally with Store, Marketing, Merchandising, eCommerce, and Technology teams to ensure alignment with brand priorities and key business initiatives
• Monitor industry trends and competitive landscape to inform ongoing program evolution
• 8–12+ years of experience in CRM, loyalty, clienteling, or customer marketing within a retail or omnichannel environment
• Demonstrated experience building or scaling customer engagement or loyalty programs
• Strong understanding of customer lifecycle marketing, segmentation, and personalization within defined channels or programs
• Experience working with CRM/CDP platforms and customer engagement tools
• Analytical mindset with ability to interpret data and inform strategic decisions
• Proven ability to lead cross-functional initiatives and influence stakeholders across Retail and Digital organizations
• Strong communication and organizational skills