Lifecycle Marketing & Loyalty Director

About the role

Quadient is building a digital go-to-market engine centred on customer experience and is looking for a Director, Lifecycle Marketing and Loyalty to lead it. The role owns the e-commerce loyalty program, which is already established in the US for small business customers, and expands it into the mid-market and across regions while making it more personal. It covers the full customer lifecycle, from onboarding and adoption through renewal, win-back and long-term loyalty.

Key responsibilities

• Set the global lifecycle marketing strategy with senior marketing leadership to drive retention, loyalty and customer lifetime value.
• Grow the loyalty program into new segments and markets, adding personalization, segmentation and automation.
• Design customer journeys across email, direct mail, web, in-app and product.
• Lead two teams: CRM & Retention and Content Strategy & Production.
• Build a test-and-learn culture with clear KPIs and measurement.
• Partner with E-Commerce, Digital Experience, Sales, Analytics, IT and R&D.

Required profile

• Significant experience in lifecycle marketing, CRM, retention or customer engagement, leading teams through managers.
• Track record of improving retention, engagement and customer lifetime value.
• Experience in SaaS or subscription businesses (B2B, B2C or both).
• Ability to set direction, influence across a matrixed organization and move things forward independently.

Required skills

• CRM, marketing automation, CDP and content platforms.
• Content strategy alongside lifecycle.
• Bonus: experimentation frameworks and AI-driven marketing such as predictive segmentation or journey orchestration.

What we offer

• Hybrid work model combining office and remote work.
• Global online learning opportunities.
• Employee assistance program for mental health support.
• Total rewards covering wellness and work/life balance, including a referral scheme.