Tapestry Director, Retention
- Employment
- Full-Time
- Seniority
- Director
- Compensation
- $16,000–128,000/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 16, 2026
About Tapestry
Kate Spade New York is a global lifestyle brand within the Tapestry portfolio, known for its colorful, bold and optimistic design DNA across handbags, ready-to-wear, jewelry, footwear and home décor. As part of Tapestry, Inc., the role sits inside a multi-brand luxury house that includes Coach and other maisons, combining scaled commercial capabilities with brand-driven creative culture.
Tapestry (Kate Spade) is hiring a Director, Retention in New York. Lead CRM, lifecycle marketing and loyalty to grow customer lifetime value.
Role & Responsibilities
- Define and execute the enterprise retention strategy to increase customer lifetime value, repeat purchase rate and reduce churn across digital and retail channels.
- Lead lifecycle and CRM programs including welcome, browse/abandonment, win-back, and VIP/loyalty communications; develop segmentation, personalization and testing roadmaps.
- Set KPIs and reporting frameworks (LTV, retention, repeat rate, churn, revenue per customer); synthesize insights and translate into actionable plans.
- Partner cross-functionally with e‑commerce, wholesale, retail operations, merchandising, creative and data science to align retention initiatives with product and channel strategies.
- Manage external vendors and technology partners; steward budget and prioritize investments in tools, creative and data infrastructure.
- Build, coach and scale a high-performing retention team; define roles, objectives and individual development plans.
- Own A/B and multivariate testing cadence, measurement methodology and commercialization of learnings across marketing channels.
Qualifications
- Proven leadership experience in CRM, lifecycle marketing or customer retention within retail, lifestyle or luxury brands.
- Demonstrated ability to design and scale omnichannel retention programs that measurably improve LTV and repeat purchase.
- Strong analytical capability with experience using customer-level data to inform segmentation, experimentation and personalization.
- Track record managing teams and cross-functional stakeholders; effective communicator with senior leadership.
- Experience managing agency and platform partners, and stewarding retention budgets.
Skills
Experience
Senior-level experience: typically 8–12+ years in marketing/CRM with at least 4–6 years in progressive management roles driving retention, lifecycle or loyalty programs in retail, fashion or consumer goods.
Education
Bachelor’s degree in Marketing, Business, Analytics or a related field; MBA or advanced degree preferred but not required.
Workplace
The role is situated in New York, New York, USA.
Compensation
The base compensation for this position ranges from USD 16,000 to USD 128,000 per annum.
Benefits
Medical insurance, Dental insurance, Vision insurance, 401(k), Paid paternity and maternity leave, Commuter benefits, Disability insurance, Tuition assistance
Culture
Kate Spade New York fosters a creative, optimistic and inclusive workplace rooted in distinctive brand DNA. As part of Tapestry, employees are expected to collaborate across brands, embrace innovation, and contribute to an environment that values diversity, learning and direct, candid feedback.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Tapestry, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Director of Customer Retention», «Director, CRM & Retention», «Director, Lifecycle Marketing», «Head of Retention», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.