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About the Role

The Business of Fashion is seeking a strategic, commercially minded, and member-obsessed Director of Customer Engagement & Retention to maximize member lifetime value by driving usage frequency, building member habits, and reducing churn across the BoF Professional portfolio. This role requires a blend of empathy and data-led decision-making to embed engagement-by-design principles across all touchpoints.

Responsibilities

Lead a team to own, develop, and execute the strategy for member engagement, retention, and value growth.
Champion the strategic hypothesis that usage frequency builds member habits and reduces business risk.
Establish and chair the Engagement Council to align initiatives across Editorial, Product, Data, and Marketing.
Partner with Product and Editorial to shape product development and UX that increase usage frequency and value perception.
Define audience segmentation and omnichannel lifecycle strategies across the member journey.
Oversee churn mitigation and payment success, including automated dunning and automated retries.
Drive engagement, retention, and value across BoF Professional for Individuals, Executives, and Students.
Define technical requirements for the engagement engine and activate member data for personalization.
Own engagement and retention performance, partnering with Data and Finance on lifetime value modeling and forecasting.
Manage the allocated budget and third-party supplier relationships cost-effectively.
Embed continuous testing and optimization across messaging, copy, offers, and channel delivery.
Line manage individual contributors and people managers, driving high performance and engagement.

Requirements

Proven track record in a senior retention, lifecycle, or CRM leadership role within a subscription or membership-based business.
Expertise in lifecycle strategy, marketing automation, and member experience.
Ability to use data to understand member value, reasons for leaving, and retention strategies.
Proven ability to define and champion retention-first strategies that measurably increase member lifetime value.
Advanced expertise in predictive audience segmentation, omnichannel lifecycle orchestration, and designing targeted interventions.
Expertise in defining technical requirements for engagement engines and deploying omnichannel journeys.
Strong working knowledge of ESPs such as Braze and subscription billing platforms such as Recurly.
Highly proficient in lifetime value modeling and forecasting, and in partnering with Finance on revenue recovery and payment success.
Understanding of how to leverage ML-driven agents and predictive analytics for personalized actions.
Clear strategy for capturing and activating zero- and first-party member data.
Strong executive presence with the ability to chair cross-functional councils and work across a matrix structure.
Excellent stakeholder management skills, acting as an advisor and constructively challenging the status quo.
Ability to deliver polished, sophisticated member communications that reflect the BoF brand essence.
Strong copywriting and proofreading skills, with experience writing engaging copy for an existing subscriber base.
Collaborates with other leaders to establish strategic plans and objectives.
Makes final decisions on operational matters within their remit.
Capable of working on complex issues requiring in-depth evaluation.
Participates in company-level development of methods, techniques, and evaluation criteria.
Regularly interacts with the Senior Leadership Team and community.
Negotiates and influences on matters of significance to BoF.
Sits as part of the extended leadership team.
Manages individual contributors and people managers.
Responsibility for hiring and budget.
Greater independence from their head of function.
Develops a leadership style that reflects BoF’s core values.
Predicts future behaviors and outcomes using modeling.
Formulates well-judged hypotheses to interrogate member data for insight.
Fosters a strategic view to address complex business issues.
Establishes clear expectations and outcomes based on organizational strategy.
Engages the right people early, within and beyond organizational boundaries.
Readily shares lessons learned and credit.
Proactively anticipates and prevents problems.
Guides corrective action on complex issues that cross organizational boundaries.
Defines prioritization criteria and recommends core components of the product plan.
Manages complex scenarios requiring internal and external input.
Leads on policy and process improvements.

Skills

Customer Engagement
Customer Retention
Lifecycle Marketing
CRM
Subscription Management
Membership Management
Digital Media
SaaS
Lifecycle Strategy
Marketing Automation
Member Experience
Data Analysis
Strategic Vision
Hypothesis Testing
Churn Mitigation
Predictive Audience Segmentation
Omnichannel Orchestration
MarTech
Braze
Recurly
Commercial Acumen
Performance Modeling
AI
Agentic Workflows
Predictive Analytics
Zero-party Data
First-party Data
Cross-functional Leadership
Executive Presence
Stakeholder Management
Copywriting
Proofreading
Analytical Thinking
Business Strategy
Collaboration
Problem Solving
Strategic Product Planning
Technical Knowledge
Data Privacy
Consumer Regulation

Location

London
New York
Paris
Milan

Work Type

Full-time

Experience Level

Director
Senior

About the Company

The Business of Fashion is recognized globally for its authoritative, analytical perspective on the fashion and beauty industries.
Its mission is to open, inform, and connect the global fashion and beauty industries.
BoF serves members in over 125 countries, offering journalism, business advice, online learning, career tools, and events.
It is a leading source of business intelligence and an influential voice in the fashion industry.
The Business of Beauty provides similar coverage for the beauty and wellness space.
The company has over 100 employees across London, New York, Paris, and Milan.

Equal Opportunity

BoF is committed to building a diverse workforce and is proud to be an Equal Opportunities employer.
All applicants and employees receive equal treatment regardless of race, nationality, ethnic or national origin, religion or belief, sex or sexual orientation, gender, age, disability, marital or civil partner status, pregnancy or maternity.
BoF is committed to building an inclusive environment where everyone can bring their authentic selves to work and reach their full potential.
BoF is committed to providing an accessible environment for all applicants throughout any stage of the recruitment process.
BoF is committed to supporting candidates with visible or non-visible disabilities, including neurodiversity or mental health conditions.