Senior Director - Customer Retention and Loyalty

Our Story

We make modern classics with character. We believe in true timelessness, the integrity of well-made clothes, and since our inception, great quality at a great price. That’s in our DNA.

But, we know it’s not only about the clothes—it’s about the feeling it gives the people who wear them, whether they’re confidently giving a presentation in a well-tailored suit; basking in long salty beach days in vibrant, colorful sun-soaked swimsuits, or joyfully re-discovering their favorite Rollneck sweater in their closet again and again, season after season.

And ultimately, it’s about helping our customers be the best, most authentic versions of themselves.

And that’s what we’re after, to inspire people’s lives and style.

Our dedication to Diversity, Equity, Belonging & Sustainability has been celebrated with industry recognition, reflecting our commitment to fostering an inclusive and sustainable workplace.

Position Overview

The Sr Director of Retention and Customer Loyalty will lead a team that drives value by cultivating lifetime customer value through innovative loyalty strategies and programs across J.Crew and J.Crew Factory. This role requires a visionary and proven leader who can leverage data-driven insights to create and implement loyalty programs, optimize customer experiences, and foster deeper connections with our brand. 

This role will establish, communicate and execute a vision for the future loyalty program, ensuring it align with long term corporate strategies to deliver sustained value creation and foster brand love and affinity. This leader should have experience across a broad range of retail and financial products, retail / omnichannel operations, mobile and ecommerce with a proven track record that represents smart risk-taking in investment strategies.

Key Responsibilities

• Spearhead the complete reimagining of our loyalty architecture while managing the intricate dynamics of a multi-billion dollar retail operation
• Drive transformational change through sophisticated data modeling and predictive analytics to identify untapped revenue streams
• Orchestrate complex cross-functional initiatives spanning technology, marketing, and finance to deliver breakthrough customer experiences
• Pioneer innovative solutions that challenge industry conventions while maintaining rigorous P&L accountability
• Navigate intricate stakeholder relationships across C-suite, board members, and external partners

Leadership Profile

• Exceptional ability to influence and drive consensus across multiple senior stakeholder groups
• Proven capacity to thrive in high-pressure, results-driven environments
• Track record of building and leading high-performing teams through transformational change
• Uncompromising standards for excellence and accountability

Qualifications

• Experience: Minimum 10 years of experience in customer retention, loyalty programs, or related fields, with at least 5 years in a senior leadership role.
• On-Site: Must be relocatable to NYC area; Candidate expected to be on-site 2 to 3 days a week
• Expertise: Proven track record of designing and implementing successful customer loyalty programs and retention strategies. Strong understanding of data analytics and customer behavior.
• Leadership: Exceptional leadership skills with experience managing cross-functional teams and working collaboratively with senior executives, experience in leading and mentoring a team.
• Analytical Skills: Strong analytical and problem-solving skills with the ability to leverage data to drive decision-making.
• Communication: Excellent verbal and written communication skills with the ability to present complex ideas in a clear and compelling manner.
• Education: Bachelor’s degree in Marketing, Business Administration, or a related field. An MBA or advanced degree is preferred.

Qualifications

• Experience: Minimum 10 years of experience in customer retention, loyalty programs, or related