Job details

Director, Customer Engagement & Retention

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Since launching in 2010, WP Engine has become the world’s leading WordPress Digital Experience Platform (DXP), now with over 100,000 customers in 140 countries. We’re proud of the technology and service we offer our customers that move their businesses forward faster. At WP Engine, we strive to do the best work of our careers, and feel empowered to do what is right for our customers. We love investing in employee success and uncovering opportunities for you, the best, to get better. 99% of employees believe you’re made to feel welcome at WP Engine. Be you. Be here.

The Director, Customer Engagement & Retention will be responsible for developing lifecycle strategies across a portfolio of products and customer segments. Your focus will be on engaging and retaining loyal customers, increasing NRR and reducing churn. This role requires a high degree of cross-functional collaboration to help deliver a seamless experience across sales-assisted and self-serve channels.

Does making a significant impact on a fast growing, and market leading business, excite you? If so, we have a role for you!

The day to day

Partner closely with VP of Lifecycle Marketing as well as Monetization and Activation lifecycle marketing practice leads to develop a holistic view of WP Engine’s customers across their full lifecycle.
Truly understand WP Engine’s core retained user segments, their pain points, experience issues, and develop scalable strategies to increase engagement, and grow NRR.
Jointly own lifecycle OKRs and metrics; identify, size, and prioritize opportunities that reduce churn while developing strategies and programs that strengthen our barriers to exit.
Provide regular updates to senior leaders for the monthly global retention forecast, trends, and strategies to drive retention.
Monitor performance of lifecycle marketing programs, generate data-driven hypotheses that inform strategies for journeys and campaigns, and identify areas for improvement in our overall strategy.
Continuously improve through an ongoing lifecycle experiment roadmap covering both short-term campaigns and long-term series, testing across incentives, creative, content, features, and cadence.
Partner cross-functionally with Sales, Customer Experience, Marketing, and Product to influence operational and product changes that drive retention.

Required Experience

10+ years of experience creating scaled lifecycle marketing programs focused on driving customer retention and growth
Experience designing, and cohorting customer facing marketing campaigns
Experience working cross-functionally with product marketing, brand and customer experience to build strong propositions and use testing to improve engagement with customers across their lifecycle.
Opinionated on lifecycle and channel marketing best practices, marketing technologies, and trends.
Expertise with MarTech tools and capabilities with the ability to inform design/build requirements, provide governance and ensure executional excellence. Hubspot experience is highly desirable.

Deeply understands and can teach others on the concepts of user segmentation, personas, customer journeys, and lifetime value.

The Perks and Benefits

Company Stock Options (Every employee is an owner in the company)
Great Health Benefits (Medical, Dental, Vision, Life Insurance)
Fertility Benefits (IVF/Fertility drug coverage)
HSA Company contribution $500 for employee / $1000 for family
401(k) with a 4% match
Disability Insurance
Paid Family and Caregiver’s Leave
Employee Assistance Program
Generous Vacation Time (Who doesn’t like time off)
One-time $500 payment to set up your home office
4 Company Wellness Days a year
1 floating holiday
$100 monthly wellness allowance to spend on what you want
Access to free on-demand fitness classes
Free subscription to Calm
Pet Insurance
On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

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Base Salary Range

$144,000.00 - $216,000.00

We believe that compensation should be reflective of the impact you have within the organization relative to the market value of your role. The estimated base salary range for this position is as listed above. Some roles may also be eligible for overtime pay. Our salary ranges are determined by job role and responsibilities and level. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position nationwide. The actual base pay will vary based on various factors including job-related skills and individual qualifications objectively assessed during the interview process. Your talent acquisition partner can share more about the total rewards package at WP Engine including any additional total rewards components such as equity, variable pay plans (if applicable), and benefits during the hiring process.