Lifecycle Communications Manager (Remote - Work from Anywhere)

Position overview

The Lifecycle Communications Manager is a strategic marketing role responsible for developing and executing a comprehensive communication strategy across the entire member journey. This person will transform our member engagement from a series of disconnected messages into a cohesive, personalized experience. Their primary goal is to increase member loyalty, reduce churn, and maximize lifetime value by delivering the right message to the right person at the right time. They will drive the member communication ecosystem, from strategy and journey mapping to execution and performance analysis in partnership with key stakeholders.

Responsibilities

• Strategy & Planning:
• Design and map the end-to-end member lifecycle journey.
• Develop a multi-channel communication strategy (email, in-app, push, SMS) to engage and retain members.
• Create the roadmap for testing, experimentation, and learning to continuously improve performance.
• Develop a testing strategy to optimize messaging, copy, visuals, sequencing, etc.
• Execution & Management:
• Build, manage, and optimize automated and personalized communication campaigns.
• Partner with the content team to create  compelling, on-brand copy tailored to different cohorts, behaviors, and channels.
• Coordinate with product, CCG, content, design, and data teams to ensure a seamless experience.
• Analysis & Reporting:
• Define and track key performance indicators (KPIs) like open rates, click-through rates, conversion, and churn.
• Analyze campaign performance and user data to identify insights and opportunities for optimization.
• Report on the impact of lifecycle programs to stakeholders.

Skills needed

• Strong understanding of customer segmentation and personalization strategies.
• Analytical mindset with the ability to interpret data and translate it into actionable insights.
• Strong editorial judgment and a high bar for creative excellence. Able to recognize and direct compelling, on-brand copy.
• A/B testing and experimentation experience.
• Strategic thinker with strong project management abilities.

Requirements

• 3-5+ years of experience in lifecycle, retention, or email marketing.
• Proven experience with marketing automation platforms (e.g., Braze, Iterable, Hubspot, etc.)
• Hands-on experience building and managing complex, multi-channel customer journeys.

Other requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Alignment with Our Values and the Xapo Values-Driven Leadership principles.