Lifecycle Marketing & Loyalty Director

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 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

Requirements

• 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

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.