Director of Client Development

Director of Client Development

LVMH Inc. | Digital Department

Reporting To: Chief Digital Officer, LVMH Americas

The Mission

The LVMH Digital department is seeking a Director of Client Development to empower our Maisons in delivering luxury, customer-centric experiences. Reporting to the Chief Digital Officer, LVMH Americas, you will lead the transformation of client engagement adapting workflows to enable AI-enabled retail in the region. This strategic role bridges the gap between Global Strategy and Regional Execution, providing the insight, guidance, and resources Maisons need to accelerate growth. You will drive value by defining unified client development strategies, identifying pilot opportunities for AI innovation, and leveraging global capabilities to capture the US market.

Key Responsibilities:

• Drive the development and optimization of CRM, client engagement strategy, and journey localization, fostering a culture of clienteling across the network.
• Advance a unified and holistic customer experience across all touchpoints.
• Scale AI transformation across client touchpoints to enhance clientelling, retail excellence and client services.
• Drive the regional client data strategy, including ‘Enrich’ programs, 3rd-party partnerships, and loyalty initiatives.
• Leverage global capabilities from Group HQ, adapting them into actionable, localized strategies for the US market.
• Lead regional client insights and behavioral analytics to inform strategic decision-making.

Strategic Client Development & CRM Leadership

• Partner with USA-based Clienteling & CRM teams to define a clear vision for Maisons in the region – including creating elevated, personalized client journeys and cultivating long term relationships.
• Define a clear point of view on how North America can leverage global assets and tools in clienteling, supporting Maisons in securing global priority and resources to deliver best-in-class systems.
• Tailor global clienteling frameworks and adapt algorithms to navigate regional cultural nuances, ensuring that digital and human experiences meet the specific expectations of the US luxury client.
• Collaborate with Maisons to establish a unified 360-degree customer profile, ensuring seamless engagement across all physical and digital touchpoints.
• Champion data governance standards. Ensure Maisons prioritize data collection, enrichment and security, creating the reliable foundation for high-performance AI and personalization.
• Champion a culture of customer centric hyper-personalization, blending emotional intelligence with AI-driven insights.
• Spearhead the integration of "Agentic" AI within Clienteling Apps, streamlining operations and empowering retail and client services teams.
• Serve as the definitive subject matter expert for the region, translating global roadmaps into localized actions that align with American cultural nuances, specific consumer expectations, and rigorous privacy regulations.
• Position Client as a Métiers d’Excellence through training, certificates, fast tracks, and playbooks. Mobilize expert communities to share best practices.
• Build capabilities with change management and foster a culture of measurement to raise global standards.

Intelligence & Insights

• Develop regional insights program, providing executive reporting on customer behavior, market trends, and business performance.
• Monitor critical omnichannel and CRM metrics against market best practices to challenge Maisons and drive continuous improvement.
• Champion and build our ‘Enlight’ platform in the region to empower Maison leaders with a single source of truth for performance oversight.
• Embed "Voice of the Client" and retail team feedback into measurement strategies, ensuring data is contextualized by real-world experiences.

Experience

• 12+ years in Luxury Client Development, CRM, Omni-Retail, with a track record of translating global vision into regional revenue growth.
• Knowledge of the MarTech ecosystem (Salesforce, CDP) with a forward-thinking command of AI, LLMs, and Agentic Commerce.
• Proven success navigating complex, matrixed organizations, influencing diverse sectors (Fashion, Watches, Beauty).
• Strong analytical background in Data Governance and Customer Lifecycle (CLV, Churn), capable of balancing brand equity with commercial ROI.
• Expertise in organizational transformation, specifically driving the cultural adoption of digital tools by frontline retail teams.
• Bachelor’s degree required, MBA or equivalent advanced experience preferred.