Director, Customer Engagement & Retention

The role

The Director of Customer Engagement & Retention will lead a small team to maximize member lifetime value. You will develop and execute strategies to increase usage frequency and reduce churn across the BoF Professional portfolio.

What you will do

• Lead a small team spanning lifecycle marketing
• Develop and execute strategy to engage, retain and grow existing member value
• Establish and chair the Engagement Council to align Editorial, Product, Data and Marketing
• Partner with Product and Editorial to shape product development and UX
• Define audience segmentation and omnichannel lifecycle strategies
• Act as business owner of the Recurly relationship to mitigate churn and failed payments
• Manage engagement and retention performance and allocated budget
• Embed continuous testing and optimisation across messaging and channels
• Line manage individual contributors and people managers

Required qualifications

• Proven track record in a senior retention, lifecycle, or CRM leadership role within a subscription or membership-based business
• Ability to define and champion retention-first strategies
• Advanced expertise in predictive audience segmentation and omnichannel lifecycle orchestration
• Expertise in defining technical requirements for engagement engines
• Strong working knowledge of ESPs such as Braze and subscription billing platforms such as Recurly
• Proficiency in lifetime value modelling and forecasting
• Understanding of how to leverage ML-driven agents and predictive analytics
• Strong executive presence to chair cross-functional councils
• Excellent stakeholder management skills
• Exceptional written English
• Strong copywriting and proofreading skills

Nice to have

• Experience in digital media or SaaS

About the company

The Business of Fashion is an authoritative source on the global fashion and beauty industries. It serves members in more than 125 countries with journalism, business advice, online learning, and events.