Lifecycle Marketing & Loyalty Director

Quadient; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Global learning platform

Inclusive community & philanthropy

Total rewards package

Employee assistance program

Flexible interview process

Job summary

Quadient is seeking a Director of Lifecycle Marketing and Loyalty to lead a global function at a pivotal moment, owning the full customer lifecycle from onboarding to renewal and long-term loyalty across channels.

You will set the global strategy, grow the loyalty program into new segments, design connected journeys, and lead CRM and content teams, with a focus on personalization, experimentation, and measurable outcomes.

Qualifications

• Experience in lifecycle marketing, CRM, retention or customer engagement.
• Track record of improving retention, engagement and customer lifetime value.
• Experience in SaaS or subscription businesses (B2B, B2C or both).
• Hands-on knowledge of CRM, marketing automation, CDP and content platforms.
• Experience with content strategy alongside lifecycle.
• Strong commercial and analytical instincts; ability to present to senior leaders.

Responsibilities

• Set the global lifecycle marketing strategy, working with senior marketing leadership to drive retention, loyalty and customer lifetime value.
• Lead the growth of our loyalty program into new segments and markets, bringing in personalization, segmentation and automation.
• Design customer journeys that feel relevant and connected across email, direct mail, web, in-app and product.
• Lead two teams, CRM & Retention and Content Strategy & Production, ensuring content flows directly from lifecycle strategy.
• Build a test-and-learn culture, with clear KPIs and measurement that show what's working and why.
• Partner with E-Commerce, Digital Experience, Sales, Analytics, IT and R&D to move the agenda forward.

Skills

Lifecycle marketing

CRM

Retention

Customer engagement

SaaS / subscriptions

Marketing automation

CDP

Content platforms

Personalization

Analytics

Tools

CRM systems

CDP

Content platforms

Job description

Company Description

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It's these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Job Description

For around 100 years, Quadient has grown through traditional sales channels. Now we're building something new: a digital go-to-market engine that puts the customer experience at the heart of how we grow. We're looking for a Director, Lifecycle Marketing and Loyalty to help lead that change.

This is a rare chance to shape a function at a pivotal moment. You won't be inheriting a finished playbook. You'll be writing it.

Why this role matters

Our e-commerce loyalty program is a key pillar of our long-term growth strategy. It's already established in the US for our small business customers, and the next step is big: expanding it into the mid-market and across regions, and making it far more personal along the way. You'll own that journey, along with the full customer lifecycle from onboarding and adoption through to renewal, win-back and long-term loyalty.

What you'll do

• Set the global lifecycle marketing strategy, working with senior marketing leadership to drive retention, loyalty and customer lifetime value
• Lead the growth of our loyalty program into new segments and markets, bringing in personalization, segmentation and automation to move it beyond standard
• Design customer journeys that feel relevant and connected across email, direct mail, web, in-app and product
• Lead two teams, CRM & Retention and Content Strategy & Production, ensuring content flows directly from lifecycle strategy
• Build a test-and-learn culture, with clear KPIs and measurement that show what's working and why
• Partner with E-Commerce, Digital Experience, Sales, Analytics, IT and R&D to move the agenda forward, even when there's no precedent to follow

What we're looking for

We care most about how you drive change. The technical side of lifecycle and CRM matters, but what will make you successful here is your ability to set direction, influence across a matrixed organization and move things forward on your own.

You'll likely bring:

• Significant experience in lifecycle marketing, CRM, retention or customer engagement, with experience leading teams through managers
• A track record of improving retention, engagement and customer lifetime value
• Experience in SaaS or subscription businesses (B2B, B2C or both, we're open)
• Hands-on knowledge of CRM, marketing automation, CDP and content platforms
• Experience with content strategy, ideally alongside lifecycle
• Strong commercial and analytical instincts, and the confidence to present to senior leaders

Bonus points for experience with experimentation frameworks and AI-driven marketing such as predictive segmentation or journey orchestration.

Experience in our industry isn't required. Strong lifecycle principles travel well.

Additional Information

Rewards & Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
• Smart Work at QuadientAt Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.
• Be yourself at QuadientOur values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.
• We will consider any reasonable modifications to the interview process.

Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.

People. Connected.