Director – Contributor Success & Engagement

Summary

Join Appen as the Director of Contributor Success and Engagement and lead the strategy to retain and develop Crowd Contributors, improving NPS and satisfaction scores. Design and implement innovative programs to boost loyalty, retention, and performance, making gig work more rewarding. This impactful leadership role involves collaboration with product, digital experience, finance, sourcing, and support teams. You will own and evolve the global retention strategy, building lifecycle and loyalty programs to retain top performers. Oversee Contributor communications and partner cross-functionally to scale impact. Monitor Contributor NPS, create recognition programs, and champion Appen’s ethical labor standards.

Requirements

• 8+ years in retention marketing, lifecycle management, or loyalty program strategy
• Experience with large-scale, segmented user/member bases—preferably in a digital or platform environment
• Strong analytical skills and the ability to evaluate NPS, CLV, incentive performance, and ROI
• A track record of building impactful programs across cross-functional teams
• Excellent written and verbal communication skills with a sharp sense for brand tone
• Passion for fair work, global workforce enablement, and the future of the gig economy

Responsibilities

• Own and evolve the global retention strategy, designing segmented programs to increase NPS and CLV
• Build lifecycle and loyalty programs to retain top performers and encourage long-term participation
• Oversee Contributor communications, ensuring tone, clarity, and brand consistency across all channels
• Partner cross-functionally with Product, Finance, Support, Marketing, and Digital teams to scale impact
• Monitor and act on Contributor NPS, identifying root causes of churn and sentiment drop-offs
• Create recognition programs that celebrate Contributor achievements and foster community loyalty
• Champion Appen’s ethical labor standards, shaping our reputation as the preferred platform for AI Contributors

Preferred Qualifications

• Gig or platform loyalty programs
• Upskilling or learning incentives
• Global contributor or workforce community management

Benefits

• Competitive pay
• Comprehensive benefits
• Opportunities for continuous learning and career growth
• Flexible work arrangements