Head Of Retention & Crm

Connect with Quadient

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.

We are seeking an experienced and dynamic professional to lead our Retention and CRM team. The ideal candidate will drive the retention business, increase customer LTV, and improve retention rates. This role requires a strategic mindset, operational excellence, and a passion for enhancing the customer experience. You’ll have a busy diary and there’s incredible potential for growth. The key skills and experience we are looking for include:

• Develop and implement the global e-commerce customer retention strategy to drive growth, lifetime value and retention across key markets

• Oversee CRM strategy with focus on lifecycle marketing, customer experience and engagement

• Oversee targeted campaigns across email, direct mail, in-app, and in-product channels, ensuring personalization and alignment with customer needs.

• Analyze customer data and behavior to identify opportunities for improving retention rates.

• Monitor and report on key performance indicators related to retention and customer lifetime value.

• Manage, develop and mentor the global Retention and CRM team, driving performance and fostering innovation.

• Collaborate with cross-functional teams to create compelling offers and seamless renewal processes.

• Partner with IT and R&D teams to drive the development of retention solutions and platforms.

Your profile

• Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.

• Proven 7+ years’ experience in customer retention, CRM, or lifecycle marketing, ideally in an B2B e-commerce setting.

• Strong understanding of customer segmentation, data analysis, and personalized marketing techniques.

• Proven track record of successfully increasing customer lifetime value and retention rates.

• Proficiency in CRM tools and platforms, as well as a good understanding of analytics and reporting.

• Exceptional communication and leadership skills, with the ability to influence stakeholders at all levels.

• Experience working with cross-functional teams to drive results.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Ready to lead the way? Apply now.

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 Quadient

At 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 Quadient

Our 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. If you require any assistance with the application process, please email us at career@quadient.com

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.