Customer Lifecycle Manager

The Company

We’re Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission.

We’re on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.

But we can’t do it alone, and that’s why we’re assembling a team of top performers to build with us.

Ready to be part of something big?

The Role

We’re looking for a Customer Lifecycle Manager to lead the charge in how we onboard, activate, retain, and re-engage our growing customer base. You’ll be central to helping us reach and build lifetime value from 1 million customers - developing and executing intelligent, insight-led journeys that are as engaging as they are effective.

This is a hands-on role for someone who is able to build something from the ground up. 

Our marketing team is very small and we have no strategy-only roles. 

On any given day you'll be developing journey maps, writing copy, analysing results, setting up tests, and reporting results to stakeholders. 

You’ll thrive at the intersection of data, strategy, creative and operations, bringing energy, structure and a strong sense of commercial impact to everything you do.

Your Mission

Drive customer activation, engagement, retention, and reactivation across the full lifecycle - maximising customer lifetime value through smart CRM campaigns, full-funnel thinking, and continuous experimentation.

You’ll act as the glue between growth, product, brand, and operations, championing the customer across every touchpoint, and owning the rhythm and execution of our lifecycle marketing across all key channels: print, SMS, email, and more.

Key Responsibilities:

• Plan, execute and optimise multi-channel lifecycle journeys strategies that activate new users, retain existing ones, and increase LTV and engagement over time.
• Work closely with product and growth teams to integrate lifecycle marketing with product communications and in-app messaging.
• Turn insights into action, owning performance analysis, A/B testing and regular reporting to drive incremental gains.
• Write and iterate compelling, conversion-focused copy across all CRM channels (email, print, SMS, push) that delivers against our business goals whilst aligning with our values.
• Collaborate with brand and creative teams to ensure consistency across all brand touch points, but take full ownership of day-to-day journey and campaign content and execution.
• Own the CRM content calendar, ensuring key moments and messages are delivered on time and aligned to business priorities.
• Be the voice of the customer, collecting feedback and feeding it into product, comms and service improvements.

Who Are You?

You’re a CRM and lifecycle marketer who writes as well as you strategise. You combine analytical thinking with a creative flair. You know that great messaging drives behaviour, and you love creating communications that feel personal, well-timed and genuinely useful. You're confident in analyzing data, crafting everything from onboarding emails to retention reminders, without waiting on others to do it for you, and delivering measurable results.

You thrive in a  fast-paced marketing team and bring positivity and a can-do attitude to ambiguity and problem solving. 

You’ll bring:

• Minimum 3 years’ experience in CRM, lifecycle or growth marketing, ideally in a startup or fast-moving business where you’ve demonstrated a proven ability to engage, convert and retain customers.
• Strong understanding of full-funnel growth principles and how lifecycle comms fit into broader commercial goals.
• Experience owning CRM strategy and execution end-to-end, including planning, writing, testing, and optimising, and using data analytic tools to measure and report on performance.
• Strong instincts for messaging, user psychology, and behavioural marketing. You know how to speak to the right user at the right time in the right way.
• Experience with both online and offline CRM channels, including print, email and SMS.
• Experience with referral, loyalty or bonus programmes.
• Solid experience with customer segmentation, journey mapping, and A/B testing.
• Outstanding project management and organisational skills, with an ability to juggle priorities and deliver at pace.
• Excellent project management and organisational skills, with an ability to juggle priorities and deliver at pace.
• A collaborative communicator with experience working cross-functionally with product, brand, and operations teams.
• A willingness to build and shape this role from the ground up.

Ideally you’ll also have: 

• A background in behavioural marketing or psychology-led communication strategy.
• Familiarity with direct customer feedback loops and integrating them into campaign strategy.

N.B. If you don’t fit all or most of the requirements but still think you might be a fit, please apply anyway. A commitment to learning and growth is as important as any of the required skills.

Our Mission

In 2016 Sam’s mum died suddenly in a car accident. The experience that followed was overwhelming - with mountains of paperwork, sitting on hold and navigating financial stress. All at a time when he needed the space to navigate grief. 

Death is difficult enough, without everything else that comes with it. Octopus Legacy was created to make the experience of losing someone easier for those left behind - so that they can focus on what matters.

Since then we have helped over 700,000 people plan for death and find support after a loss and are now the second largest estate planner in the UK.

When people think about planning for death they think about wills, life insurance and funerals. These small but mighty acts make a huge difference to the people we love. But why stop there?

We take these cold processes and turn them into something more human. We help customers share more than just money. Encouraging them to leave voice notes, music, recipes. So they can shape a legacy that connects them with the people they love while they’re here. And after they’re gone.

Benefits:

• Octopus share incentive scheme.
• Hybrid working (London Bridge).
• Flexible holiday + extra day off for your Birthday.
• Work from anywhere in the world for up to 4 weeks per year.
• Vitality Health & Life Insurance. 
• Pension scheme.
• Enhanced parental leave.
• Free Will & LPAs + discounts on other Octopus services.
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
• Octopus Giving: we match any charitable fundraising that you do up to £500. 
• Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.
• Dog friendly office.
• Breakfast every day, snacks and wellness activities.

We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.