Job DescriptionThe Director of Client Development is responsible for building and leading a comprehensive client strategy that strengthens relationships, drives loyalty, and increases lifetime value across the customer base. This role focuses on cultivating deeper engagement with high-value clients through personalized outreach, strategic programming, and elevated service experiences.
The Director will cultivate and oversee the development of clienteling initiatives, loyalty and engagement strategies, and data-driven insights that enable teams across the organization to deliver exceptional and highly personalized customer experiences.
Working cross-functionally with marketing, sales, operations, digital, and property teams, this leader ensures that the brand consistently recognizes, understands, and anticipates the needs of its most valued clients.
Key ResponsibilitiesClient Strategy & Development
- Define and lead the global client development strategy focused on loyalty, retention, and lifetime value.
- Identify key client segments and develop targeted engagement strategies for high-value and high-potential customers.
- Establish frameworks for building deeper client relationships across all touchpoints.
Clienteling & Personalization
- Develop and scale clienteling programs that enable teams to deliver personalized outreach and experiences.
- Partner with property and commercial teams to elevate recognition of returning and VIP clients.
- Create best practices for personalized communication, gifting, and curated experiences.
Customer Insights & Segmentation
- Leverage CRM and customer data to identify behavioral insights and opportunities for deeper engagement.
- Define meaningful client segments and translate insights into actionable strategies.
- Monitor trends in luxury consumer behavior and client expectations.
Loyalty & Engagement Programs
- Develop and manage initiatives that strengthen brand affinity and encourage repeat engagement.
- Design programs and experiences that reward loyalty while maintaining the exclusivity of the brand.
- Identify opportunities to deepen engagement through curated events, experiences, and partnerships.
Cross-Functional Leadership
- Partner closely with marketing, digital, operations, and sales teams to ensure consistent client recognition and service excellence.
- Align client development initiatives with broader commercial objectives.
- Provide guidance and training to internal teams on client engagement and relationship-building practices.
Performance & Measurement
- Establish KPIs to measure client engagement, retention, and lifetime value.
- Monitor program effectiveness and continuously optimize based on performance and feedback.
- Deliver insights and reporting that inform broader commercial strategy.
Qualifications- 8-12+ years of experience in client development, CRM, loyalty, clienteling, or relationship marketing.
- Experience within luxury hospitality, luxury retail, travel, or high-touch service industries strongly preferred.
- Demonstrated success building programs that deepen customer relationships and drive repeat engagement
- Deep understanding of luxury client expectations and service culture.
- Strong experience with CRM systems, customer segmentation, and client data analysis.
- Ability to translate insights into meaningful client engagement strategies.
- Strong cross-functional leadership and collaboration skills.
- Exceptional communication and relationship-building capabilities.
- Global experience preferred
- Bachelor's degree in marketing, Business, Hospitality, or related field. Advanced degree is a plus.
Additional InformationThis role may be based in New York, NY.
This role offers a base salary range of $140,000-$160,000 plus a comprehensive medical, dental, vision and voluntary benefits, 401k employer match, employer paid life insurance, employee assistance program and a team member hotel stay program.
