Director, Customer Research & Insights

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.
• We believe in the importance of giving back and you’ll have many opportunities to do just that through the Tory Burch Foundation and paid volunteer days.

This Role is Tailor-Made for You Because:

You have a love of the customer and a passion for understanding their needs and behaviors and translating them into actionable business opportunities. You are eager to lead customer research and collect, analyze and synthesize customer insights to help shape product strategies and customer engagement initiatives. You have an analytical mindset and enjoy taking a data-driven approach as well as excellent written and verbal communication skills, allowing you to translate complex research into actionable insights to be shared with the leadership team and the broader organization. You are a team-player able to build excellent relationships with your team, key cross-functional partners and external vendors in order to achieve goals. You’re also resourceful and collaborative with a sharp eye for detail, strong project management and organizational skills and the ability to work well in a fast-paced environment.

A Day in the Life:

The typical day is… atypical. You might be leading market segmentation research to identify key customer acquisition opportunities in partnership with the marketing team to help shape our go-to-market strategy. You might also be assessing the impact of new product launches, including analyzing which segments of customers we’re engaging, what their qualitative feedback is on the product and partnering with the North America business teams on new ideas to fuel momentum. The consistent thread is that you’ll be working with an amazing team of women and men who share your passion for excellence.

Key responsibilities also include:

• Define research agenda based on key company strategic priorities and prioritization of requests coming from key stakeholders, including Marketing, Merchandising, and North America Business Units; clarify key questions for each research project and recommend best approach
• Conduct quantitative analyses of our internal database to help assess performance of our key product strategies, such as new launches and pricing changes, and identify areas of optimization
• Collect and summarize qualitative customer feedback (including Store Associate feedback, online product reviews, customer surveys) and market insights (press search, wholesale partners) to enrich quantitative insights
• Lead external research projects such as brand health tracking, focus groups, and market segmentation insights to shape NA growth strategy; lead initiatives end to end including vendor assessment, briefing, day-to-day management of 3rd-party, and internal stakeholder management
• Synthesize key learnings across quantitative, qualitative and market research and derive short- and medium-term next steps to fuel growth of the business
• Build and present customer research findings to a wide range of stakeholders (incl. senior leadership