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Director, Customer Research

4 months ago

New York City, United States Tory Burch Full time
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 approachConduct 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 optimizationCollect and summarize qualitative customer feedback (including Store Associate feedback, online product reviews, customer surveys) and market insights (press search, wholesale partners) to enrich quantitative insightsLead 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 managementSynthesize key learnings across quantitative, qualitative and market research and derive short- and medium-term next steps to fuel growth of the businessBuild and present customer research findings to a wide range of stakeholders (incl. senior leadership) to help shape company strategy and foster a customer-centric mindset across the organizationStay abreast of international customer insights and learnings to shape potential global marketing opportunities

To Land This Role:
Bachelor's degree and 8+ years of experience in customer insights, market research and ideally experience working both consulting and in-house/client sideDeep understanding and interest for the fashion/luxury industry (key players, market dynamics, trends) - experience working for fashion company/clients is a plusProven analytical skills and data-driven mindset and experience working with large dataset to deriveExcellent project management and organizational skills and ability to work autonomouslyStrong communication (verbal and written) and storytelling skillsTeam player with the ability to build relationships and influence internal cross-functional stakeholders and external partners to achieve team goalsStrategic self-starter who can both frame research strategy and actively engage in hands-on executionHigh degree of proficiency with Excel and PowerPoint - experience with Tableau is a plus

Why You'll Want to Join Our Team:
Customer is at the heart of the CRM & Loyalty team. We are customer champions, driving strategies that win the hearts and wallets of existing and future customers. We work cross-functionally to inspire and drive customer centricity across the organization. We take an entrepreneurial and agile approach to building and executing best-in-class customer strategy and programs rooted in insights and designed to drive frequency, retention and long-term loyalty. If you have a passion for data-driven, customer marketing and work well in a fast-paced, dynamic environment, our team would love to hear from you.

How We Work Together
Adaptable - We change before we have toEntrepreneurial - We own itCollaborative - There's no "I" in ToryClient & Brand Focused - We put ourselves in Tory's shoesLive the Values - We show up for each otherFunctional Expertise - We're constantly learning and growing

#TeamTory Values

We show up with honesty & kindness, act with integrity & compassion, work with passion & humility and lead with excellence & humor.

Compensation Range
The compensation range for this position is 155,000.00 USD - 190,000.00 USD. Our offer will be based on your relevant experience and work location.

Benefits Information

We offer a generous set of benefits to help you take care of your heath, create financial security, and achieve wellness in all areas of your life. Here are highlights of key benefits available to all Tory Burch members that work over 30 hours.

Equal Employment Opportunity Statement

Tory Burch LLC 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) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Disability Accommodation

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact thetalentteam@toryburch.com .