Specialist, Clienteling & Loyalty

Overview

Specialist, Clienteling & Loyalty

Overview

Brooks Brothers is seeking a Specialist of Clienteling and Loyalty to support the analysis and optimization of clienteling and loyalty across channels. This role leverages customer data, engagement metrics, and business insights to monitor clienteling and loyalty effectiveness, identify opportunities to enhance customer relationships, and support data-driven decision making on clienteling and loyalty matters across the organization.

This role works cross-functionally with Retail, eCommerce, Marketing, Analytics, IT and Store Operations teams to deliver on the 1818 Promise in all channels – retail (full price and factory) and ecommerce. By transforming customer engagement data into actionable insights, this role directly influences customer lifetime value, retention rates, and appointment-driven selling effectiveness. Reporting to the Sr Manager of Clienteling & Loyalty – this role helps strengthen customer relationships, increase repeat business, and elevate the luxury client experience across all touchpoints.

Responsibilities

• Drive data-led, strategic insights to improve clienteling and loyalty programs

Reporting:

• Create and share weekly and monthly reporting for clienteling and loyalty programs tracking KPIs across channels – revenue, incremental ROI, customer growth and LTV
• Partner with data and store teams to create customer call lists and assignments aimed at driving adoption rate, revenue and conversion
• Partner with marketing team to create loyalty campaigns to drive customer acquisition and repeat purchase behaviors
• Ensure accuracy and consistency of reporting data tied to revenue and customer metrics for both clienteling and loyalty programs; partner with data engineering teams to ensure data flow is reliable

Creative:

• Create and ensure creative briefs for campaigns align with brand tone and voice
• Drive actionable creative insights for continuous creative improvement across channels such as email, SMS, direct mail for highly personalized and segmented campaigns
• Build scalable processes in partnership with creative operations team for tracking and managing creative deliverables

Qualifications

• 3-5+ years of experience in CRM, loyalty, clienteling, or customer marketing within a retail or omnichannel environment
• Bachelor's degree in Business Analytics, Marketing, Data Science, Retail Management, or related field
• Proven experience with CRM and Loyalty platforms such as Attentive, Epsilon
• Strong understanding of customer lifecycle marketing, segmentation, and personalization within defined channels or programs
• Advanced analytical skills and ability to manipulate data within excel and/or SQL. Familiarity with reporting suites including Tableau, Power BI, Adobe Analytics
• Detail-oriented approach to data accuracy and consistency; problem-solving mindset to identify patterns and opportunities within large data sets
• Strong organizational skills to manage multiple projects at once

Pay Range USD $57,200.00 - USD $66,320.00 /Yr.