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Octopus Energy is a global energy technology company combining energy supply, technology, and services to provide modern energy solutions to more people. The company offers 100% renewable energy tariffs, installs heat pump solutions, and develops smart tariffs. Beyond green electricity, Octopus has been installing complete heat pump solutions since 2022 and is actively working on smart meter rollout, e-mobility solutions, and renewable energy generation from wind and solar.
As a Customer Experience & Loyalty Manager, you will be responsible for strengthening long-term customer retention and satisfaction by developing and implementing strategies that continuously improve the customer experience and increase customer loyalty.
Key Responsibilities:
- Develop and implement new strategies and approaches to increase customer retention and loyalty
- Create and optimize customer communications (e.g., email marketing)
- Conduct A/B testing to evaluate and improve customer retention measures
- Monitor and analyze customer feedback to identify continuous improvement opportunities and foster customer loyalty
- Perform quantitative analysis and evaluation of customer data (using Excel, SQL, BI tools, and optionally Python) to identify trends and optimization potential
- Regularly create reports and dashboards to track success and continuously optimize retention measures
- Work closely with Marketing, Sales, and Product teams to ensure a holistic customer experience
The role offers competitive benefits including stock options in Octopus Energy Group Ltd., discounted energy tariffs, public transport subsidies, meal allowances, bike leasing, pension contributions, e-car leasing, childcare support with HeyNanny, parental leave bonus (3-month top-up), fitness subsidies via Wellpass, mental health support through Open Up, professional development opportunities, free language courses via Busuu, and birthday vouchers.
Requirements:
- Minimum 2-3 years of professional experience, ideally in Customer Experience or customer retention, preferably in a fast-growing, dynamic environment
- Strong language skills and eye for design; ability to develop customer communications and continuously adapt based on customer feedback
- Excellent communication skills to present complex analyses and concepts clearly
- Pronounced strategic and analytical thinking to optimize processes data-driven and promote sustainable growth
- Hands-on mentality; ability to analyze data, design processes, and independently manage operational tasks
- Experience in data analysis, ideally with Excel/Google Sheets and/or initial SQL experience with willingness to further develop these skills
- Native-level German and fluent English
