Director, Customer Engagement & Retention

Location: London, United Kingdom

Company

The Business of Fashion provides business intelligence, journalism, online learning, career tools and events for the global fashion and beauty industries, serving members in more than 125 countries.

What you will do

• Lead a small lifecycle marketing team and own the strategy to engage, retain and grow the value of Individual, Executive and Student members.
• Establish and chair an Engagement Council aligning Product, Editorial, Data and Marketing initiatives around a retention-first roadmap.
• Partner with Product and Editorial on engagement-by-design, UX, testing and development priorities that increase usage frequency and perceived value.
• Define segmentation and omnichannel lifecycle journeys across onboarding, nurture, at-risk care, advocacy, upsell, save and win-back stages.
• Own the Recurly relationship and payment-success programme, including dunning, smart retries, cancel/save flows and reactivation campaigns.
• Set KPIs, manage lifetime-value modelling, forecasting, revenue recovery, budget and suppliers while leading a high-performance team.

Requirements

• Proven senior leadership experience in retention, lifecycle or CRM within a subscription- or membership-based business, preferably digital media or SaaS.
• Advanced expertise in retention strategy, predictive audience segmentation, omnichannel lifecycle orchestration, churn mitigation, save, win-back and reactivation programmes.
• Strong working knowledge of engagement engines such as Braze and subscription billing platforms such as Recurly, including technical requirements and journey activation.
• Highly proficient in lifetime-value modelling, forecasting, revenue recovery and payment-success performance.
• Understanding of ML-driven agents, predictive analytics and zero- and first-party data activation for personalised next best actions.
• Strong executive presence, cross-functional leadership and stakeholder-management skills across B2C, B2B, Product, Data, Technology and Editorial functions.
• Ability to chair councils, challenge the status quo constructively, solve complex business problems and make operational decisions within the remit.
• Experience managing individual contributors and people managers, including hiring, budgets and organisational change.
• Strong copywriting, proofreading and member-communication skills, with exceptional written English across online and offline channels.
• Advanced proficiency in analytical thinking, business strategy, collaboration, problem solving, strategic product planning and technical knowledge, including data privacy and consumer regulation.

Nice to have

• Experience in digital media or SaaS.

Culture & Benefits

• Work within a global organisation with more than 100 people across London, New York, Paris and Milan.
• Inclusive and diverse workplace committed to equal treatment and helping employees bring their authentic selves to work.
• Accessibility support and reasonable adjustments are available throughout the recruitment process, including support for visible and non-visible disabilities, neurodiversity and mental health conditions.
• Role operates as part of the extended leadership team and collaborates directly with senior leadership and the BoF community.