Director, Customer Retention and Lifecycle Marketing

Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.   

Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Working hard behind the scenes building and supporting our platform are exceptional people–from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.   

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on! 

We’re looking for a Director of Customer Marketing to join our team and help expand product usage and adoption, increase share of wallet, and build brand loyalty and affinity.   You will partner closely with product, product marketing, sales and account management to support growth throughout the entire customer journey!  

Here's what you'll do:     

• Hire and oversee small but mighty customer marketing team, ensure their development and growth within the marketing organization  
• Own end-to-end strategy of global retention and expansion campaigns across channels (e.g. in-product, email, etc.), including content, campaigns, A/B testing, localization, reporting, and optimization to increase activation, engagement, adoption, and retention. 

• Build a holistic view of how customers learn about the Hotel Engine features and services, stay up to date on what's new, and understand how to leverage Hotel Engine to meet their travel needs.  
• Drive alignment with marketing and cross-functional partners across Product Marketing, Growth Marketing, Revenue Operations, Sales, Account Management, BI, and others to drive the strategy, gather business requirements, and ensure we deliver effective experiences that drives revenue.  
• Partner with our Product Marketing and Campaign team to align messaging, content and sales plays, and understand relevant solutions and use cases that roll into customer campaigns 
• Partner with Sales and Account Management teams to build orchestrated programs to engage our existing managed and unmanaged user accounts.  
• Develop robust A/B testing strategies that guide optimization of campaigns; continually build on the foundation for user growth through the development of repeatable, scalable processes and frameworks 

• Establish a rigorous performance reporting framework for all customer campaigns and initiatives; monitor and analyze campaign results across all channels to understand the efficacy of strategies and tactics for increasing product adoption and share of wallet 
• Present regularly on program performance and successes to senior leaders across the organization  

Here's what we're looking for:     

• 10-12+ years' experience in a similar role in a high-growth company  
• 4-6+ years of management experience.  

• Demonstrated success defining and executing customer campaigns that deliver against funnel metrics and KPIs for new and existing customers 
• Deep understanding of lifecycle marketing, persona marketing, performance marketing, and email marketing tactics and technology; strong working knowledge of Salesforce as well as marketing automation tools such as Marketo/Hubspot, and product communication systems like SendGrid or Courier 
• Ability to prioritize work efforts and navigate change    
• Ability to work independently and be proactive in identifying opportunities and recommending solutions   
• Strong project management, communication and organizational skills   

• Experience developing and managing budgets and hiring, training, developing, supervising, and evaluating personnel. 
• Commitment to working with shared leadership and in cross-functional teams.  
• Self-starter and comfortable with extreme ambiguity  

Cash compensation: 

• The base salary for this role is $180,000 to $210,000 annually. Final offe