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Head of Retention & CRM - Job Opportunity at Quadient

Dublin, Ireland
Full-time
Executive
Posted: May 29, 2025
Hybrid
EUR 90,000 - 120,000 annually. This executive-level position in Dublin's competitive market, requiring 7+ years of specialized experience and global team leadership responsibilities, would typically command a premium salary. The role's strategic importance in driving customer lifetime value and retention rates, combined with the requirement for cross-functional collaboration and international scope, positions it in the upper tier of marketing leadership compensation.

Benefits

Comprehensive employee assistance program providing mental health support and counseling services, positioning the company as employee-centric in the competitive talent market
Flexible hybrid work model enabling optimal work-life balance and productivity, aligning with post-pandemic workforce expectations
24/7 global online learning platform providing unlimited professional development opportunities, demonstrating significant investment in employee growth
Competitive total rewards package encompassing wellness and work-life balance benefits, indicating above-market compensation philosophy
Generous employee referral program incentivizing talent acquisition through existing workforce networks
Inclusive community engagement through empowered communities and philanthropy programs, fostering belonging and social responsibility

Key Responsibilities

Drive global e-commerce customer retention strategy development and implementation across multiple markets, directly impacting company revenue growth and market expansion
Lead comprehensive CRM strategy encompassing lifecycle marketing, customer experience optimization, and engagement enhancement, positioning the organization as customer-centric
Orchestrate multi-channel targeted campaigns across email, direct mail, in-app, and in-product touchpoints, ensuring personalized customer experiences that drive conversion and loyalty
Conduct advanced customer data analysis and behavioral pattern identification to uncover retention optimization opportunities and inform strategic decision-making
Establish and monitor key performance indicators for retention metrics and customer lifetime value, providing executive leadership with actionable business intelligence
Build, develop, and mentor a high-performing global Retention and CRM team, fostering innovation and driving organizational performance excellence
Collaborate strategically with cross-functional teams to create compelling customer offers and seamless renewal processes, directly impacting revenue retention
Partner with IT and R&D divisions to drive development of retention solutions and platforms, ensuring technological advancement supports business objectives

Requirements

Education

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

Experience

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

Required Skills

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
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Sauge AI Market Intelligence

Industry Trends

Customer retention has become increasingly critical in the digital transformation era, with businesses focusing more on maximizing lifetime value rather than just acquisition as customer acquisition costs continue to rise across all industries. The shift toward subscription-based and recurring revenue models has made retention expertise a premium skill set in the market. The integration of artificial intelligence and machine learning in CRM and retention strategies is revolutionizing how companies predict customer behavior and personalize experiences. Organizations are investing heavily in data-driven retention platforms that can provide real-time insights and automated intervention capabilities. B2B e-commerce has experienced unprecedented growth, accelerated by digital transformation initiatives, making specialized retention expertise in this sector highly valuable. Companies are recognizing that B2B customer relationships require different retention strategies compared to B2C, creating demand for professionals with specific B2B e-commerce experience.

Role Significance

The role involves managing a global team, suggesting oversight of 8-15 professionals across multiple regions and functional areas including CRM specialists, lifecycle marketing managers, and data analysts. The global scope indicates responsibility for coordinating retention efforts across different time zones and cultural contexts, requiring strong international leadership capabilities.
This is a senior executive position with significant strategic influence over company revenue and growth trajectory. The role holder will have direct impact on customer lifetime value optimization and retention rates, making them a key contributor to overall business performance. The position requires high-level strategic thinking combined with operational excellence, indicating placement at the director or VP level within the organization.

Key Projects

Implementation of comprehensive global retention strategy across multiple markets with different customer behaviors and preferences Development and deployment of advanced CRM platform integration with existing business systems Design and execution of multi-channel campaign orchestration systems spanning email, direct mail, in-app, and in-product communications Creation of predictive analytics models for customer behavior analysis and retention opportunity identification Cross-functional collaboration initiatives to streamline customer renewal processes and improve overall customer experience

Success Factors

Demonstrated ability to translate complex customer data into actionable retention strategies that deliver measurable business impact. Success requires combining analytical rigor with creative marketing approaches to engage customers across multiple touchpoints and lifecycle stages. Strong leadership and influence skills to manage global teams and collaborate effectively with cross-functional stakeholders including IT, R&D, and sales organizations. The ability to build consensus and drive initiatives across different departments and geographical regions will be critical. Deep understanding of B2B customer behavior and the unique challenges of B2B e-commerce retention, including longer sales cycles, multiple decision-makers, and complex product relationships. Success requires adapting consumer retention tactics to B2B contexts. Proficiency in advanced CRM technologies and data analytics platforms, with the ability to leverage these tools for personalization and automation while maintaining human connection in customer relationships.

Market Demand

Very High. The combination of digital transformation acceleration, increased focus on customer lifetime value optimization, and the scarcity of professionals with both B2B e-commerce and global team leadership experience creates exceptional demand for this role profile. Companies are competing intensively for executives who can demonstrate proven success in retention strategy and CRM leadership.

Important Skills

Critical Skills

Advanced data analysis and customer segmentation capabilities are essential for identifying retention opportunities and measuring program effectiveness. In today's data-driven business environment, the ability to extract actionable insights from complex customer datasets directly determines program success and business impact. Leadership and stakeholder influence skills are fundamental for driving cross-functional initiatives and managing global teams. The role's success depends heavily on the ability to align diverse stakeholders around retention strategies and secure resources for implementation. B2B e-commerce expertise represents a specialized skill set that combines understanding of complex B2B sales cycles with digital commerce dynamics. This expertise is increasingly rare and valuable as more B2B companies transition to digital-first customer engagement models.

Beneficial Skills

Experience with artificial intelligence and machine learning applications in customer retention would provide significant advantage as companies increasingly adopt predictive analytics and automated intervention strategies Knowledge of international data privacy regulations and compliance requirements would be valuable given the global scope of the role and increasing regulatory complexity around customer data usage Background in subscription business models and recurring revenue optimization would enhance effectiveness given the focus on customer lifetime value and retention rate improvement

Unique Aspects

The role combines strategic retention leadership with hands-on CRM execution, offering exposure to both high-level business strategy and practical implementation across global markets
Direct partnership with IT and R&D teams provides unique opportunity to influence product development and technological innovation from a customer retention perspective
The global scope across multiple markets offers exceptional experience in international business management and cross-cultural team leadership
Focus on both digital and physical channel integration reflects the evolving nature of customer engagement in the digital transformation era

Career Growth

Career progression to C-level or general management roles typically occurs within 3-5 years for high-performing executives in this type of strategic retention leadership position. The global scope and cross-functional nature of this role provides excellent preparation for broader leadership responsibilities.

Potential Next Roles

Chief Marketing Officer (CMO) positions focusing on customer-centric growth strategies and digital transformation leadership Vice President of Customer Success roles encompassing broader customer lifecycle management including onboarding, support, and expansion Chief Customer Officer (CCO) positions responsible for entire customer experience strategy and cross-functional customer initiatives General Manager or Business Unit Leader roles leveraging customer expertise to drive overall business strategy and operations

Company Overview

Quadient

Quadient is an established technology company specializing in business automation and digital transformation solutions, serving businesses of all sizes globally. The company focuses on delivering secure and sustainable automation processes that help organizations improve operational efficiency and customer connections through both digital and physical channels.

Quadient operates as a significant player in the business automation and digital transformation market, with global reach and a diverse client base spanning multiple industries. The company's emphasis on sustainable and secure business solutions positions it well in the current market environment where organizations prioritize both efficiency and responsibility.
The Dublin location indicates Quadient's strategic focus on the European market, with Ireland serving as a key hub for international operations. This positioning provides access to both European markets and serves as a bridge for global expansion initiatives, making this role particularly strategic for international growth.
The company emphasizes values-driven culture focused on empowerment, passion, inspiration, and community (EPIC), suggesting a collaborative and inclusive work environment. The emphasis on diverse perspectives and individual voices indicates a progressive organizational culture that values innovation and employee engagement.
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