Director of Client Engagement

About Us

David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable – the brand’s artistic signature. David Yurman collections are available at 50 retail stores throughout the United States, Canada, Hong Kong and France and at over 300 locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers.

Our Values

At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family’s guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance.

Job Description

Title: Director of Client Engagement

Overview

Join David Yurman as the Director of Client Engagement, where you will enhance client loyalty and drive repeat business by devising and implementing a comprehensive Client Engagement strategy. This strategy will support our commitment to delivering a premier luxury retail experience for David Yurman clients. In this role, you will focus on launching a formalized clienteling framework that leverages customer data and loyalty propositions aligned with our brand values.

You will be responsible for launching new concepts and initiatives that foster successful relationships with prospective, existing, and emerging clients across various segments and product categories. As the Director, you will promote a client-centric mindset among all DY employees and contribute to a unified client strategy that encourages long-term client loyalty.

Essential Duties & Responsibilities:

Client Engagement Strategies

• Develop innovative strategies to drive sales growth and foster ongoing loyalty across all client segments and sales channels, including tracking ROI.
• Promote a culture of clienteling and encourage client-focused behaviors within all channels.
• Establish objectives and KPIs for clienteling, ensuring consistent execution through effective processes, result monitoring, shared best practices, and cross-functional team engagement.
• Collaborate with the Client Experience Team to enhance the client experience action plan, maximizing opportunities for engagement (e.g., events, experiences, gifting) to achieve desired ROI.
• Work with the Media Team to integrate social, email, and co-op media strategies into personalized clienteling, sharing insights for new customer journeys that enhance loyalty and sales.
• Partner with the Marketing Product Team to create targeted outreach and acquisition programs focused on specific products or categories.
• Collaborate with the Events and Marketing Strategy Team to refine activations and initiatives with a Client Engagement perspective.

Tools & Transformation

• Cultivate a clienteling culture within all Commercial teams, highlighting the importance of Client Engagement practices and driving change management initiatives for adoption.
• Promote the use of client outreach tools, creating an environment conducive to Client Engagement activities, including clienteling stations and scheduled appointment times, while enhancing our CRM database.
• Assist in cross-functional efforts to create or improve tools (both IT-related and otherwise) that support Client Engagement strategies, integrating local market insights into future developments.
• Develop a framework for clienteling efforts that define levers and values based on client segmentation while methodically tracking ROI for all clienteling initiatives (events, experiences, VIC programming, etc.).
• Collaborate with the product education team to create engaging communications and materials that reinforce clienteling best practices.

Database, Reporting & Analytics

• Manage the client database and oversee clienteling reporting for commercial teams to achieve data capture, retention, and customer care KPIs.
• Create an annual activity calendar, oversee budgets, and conduct ROI analysis for clienteling initiatives to assess effectiveness and inform future planning.
• Establish a regular reporting schedule to provide ongoing analysis of clienteling activities and trends, assisting commercial leadership in evaluating the success of Client Engagement initiatives.
• Serve as a subject matter expert on US and Canada data privacy laws, collaborating with retail leadership to enhance client data capture.
• Initiate and manage a structured client lists program to support relationship building, alongside ad hoc client lists for business development opportunities.

Leadership/Team Development

• Collaborate with the Learning & Transformation Team to build expertise in clienteling, playing a key role in designing an onboarding program and ongoing training for the Client Engagement function.
• Lead the measurement framework strategy for clienteling, reporting on commercial outputs compared to engagement metrics across various marketing channels.
• Foster a sense of community and teamwork focused on Client Engagement, encouraging feedback, sharing best practices, and ensuring consistent execution.

Qualifications

• Minimum of 6+ years working experience in CRM/direct marketing; proven trajectory of success in past roles; minimum of 3 years in a leadership role
• Experience in Omnichannel Retail CRM, luxury a plus
• Experience in retail industry a must
• Proven success in developing and managing CRM, Loyalty and Clienteling platforms
• Proven record of implementing CRM program enhancements in multi-national business
• Passion for understanding consumer insights and consumer behavior and experienced with insight tool sets
• Experience in managing a team
• High Proficiency in Microsoft Excel and Tableau
• SQL experience is a plus
• Deep knowledge in segmentation and targeting strategies
• Strong communication skills, both written and verbal
• Strong quantitative skills and the ability to frame business problems analytically
• Proven working ability in the following areas:
• Strong understanding of financial metrics

Education

Bachelor’s degree required- mathematics a plus

Travel

Some travel required

Estimated Salary Range

$160,000-180,000 per year

Base pay is one component of David Yurman’s total compensation package, which may also include the following for eligible employees: access to healthcare benefits, 401(k) plan, bonus, employee discounts, Summer Fridays (corporate roles), generous paid time off, sick time, and more.

Diversity, Equity & Inclusion at David Yurman

As a company founded by artists, David Yurman champions self-expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community, and we cherish the diversity of our employees’ backgrounds and perspectives. We will always advocate for equity and inclusion for all.

David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).