Membership Lifecycle & Monetization
Gen
Posted about 6 hours ago
Job Title: Head of Membership Lifecycle & Monetization
About Gen:
We're not just a company; we're a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands, Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner, unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people. And we've built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you're thriving, you're unstoppable. So, bring us your bold ideas and passion that refuses to quit. The digital world isn't some distant reality, it's the world we live in, and we're ready for it. If you're ready to push boundaries and be part of something bigger, join #TeamGen.
How We Work:
Our hybrid work model (3 days in the Prague office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. At the same time, it offers the flexibility you need to focus and do your best work.
The Opportunity:
This role sits within our Freemium business, spanning Avast, AVG, Avira and CCleaner across both desktop and mobile experiences. Together these platforms reach hundreds of millions of users globally and represent one of Gen's largest opportunities to convert scale into long-term member value through intelligent lifecycle engagement, monetisation and AI-driven decisioning.
We protect hundreds of millions of people online. Turning that reach into deep, lasting and commercially successful customer relationships is one of the most important challenges in our business and we are approaching it in a fundamentally different way.
We are moving decisively from high volume, campaign driven execution to a model where every lifecycle interaction is purposeful, personalised and AI orchestrated. That transformation is underway and this role sits right at the heart of it. You will own a defined and commercially significant orchestration within our membership lifecycle: a focused domain where your strategy, judgement and execution will have direct and measurable impact on revenue and customer experience.
We operate through cross functional squads rather than large, owned teams. Each orchestration Lead brings the commercial vision and accountability; the squad drawing on Product, Data Science, Martech and other functions provides the execution capability. This model demands genuine leadership: the ability to set direction, align diverse partners and drive outcomes without relying on headcount or hierarchy.
This is not a role for someone looking to manage the status quo. We are looking for a proven lifecycle and monetisation leader who has navigated the shift to AI led marketing operations, understands what genuinely great customer experience looks like, and has the commercial sharpness to drive sustainable growth. Someone who has done it, knows what good looks like, and is energised by the opportunity to do it again at scale, in one of the world's leading cybersecurity businesses.
What You Will Own:
Our lifecycle organisation is structured around distinct commercial orchestrations, each owned end to end by a dedicated Lead. This role will own one of them. The exact assignment will depend on the candidate and the business priority at the time of hire, but the orchestrations we run include:
Upsell and cross sell: growing revenue per customer through well timed, value led expansion offers. Key metrics: average bookings per user (ABPU), upsell units (free to paid), cross sell attach rate, trial take rate and trial to paid conversion.
Renewal and churn reduction: protecting and growing the long-term value of the paid subscriber base. Key metrics: renewal base LTV, renewal rate, first tenure renewal rate, auto opt out rate (AOO) and billing success rate (BSR).
Engagement and lifetime value: deepening product usage and member relationships to extend tenure and monetisation over time. Key metrics: feature activation rate, multi device adoption, AOO (post purchase), paid NPS and sustained engagement indicators.
Whichever orchestration you lead, the accountability is the same: you own the strategy, the commercial outcomes, the AI decisioning logic and the customer experience standards within your domain. Across all orchestrations, leads share a common aspiration, accelerating the shift to intelligent, AI driven lifecycle execution, and are expected to actively contribute to that transformation beyond their own scope.
What You Will Do:
Take full ownership of your segment, the commercial targets, the programme logic, the performance narrative and the decisions that sit between them. This is genuine ownership, not coordination.
Shape the new lifecycle operating model, define how your segment operates in an AI first world: what gets automated, what requires human judgement, what the guardrails are and what excellence looks like.
Build programmes that lead with customer experience, design lifecycle journeys and monetisation logic grounded in genuine customer value. Sustainable revenue is a consequence of trust, not a substitute for it.
Drive the shift to AI led marketing operations, move execution from manual campaigns to intelligent, automated decisioning. Translate strategy into AI ready logic and partner with Data Science and Martech to scale it.
Execute with strategic precision, translate vision into concrete programmes across renewal optimisation, upsell sequencing, churn intervention and win back. Run structured experimentation and convert learnings into scalable playbooks.
Orchestrate across functions, align Product, Marketing, Finance and Data/AI around shared priorities and hold cross functional execution to a high standard.
Communicate with clarity and authority, distil complex performance across multiple metrics into sharp, data backed narratives for VP and C level audiences.
What You Will Bring:
A proven track record across lifecycle, monetisation and growth, not one of these disciplines but all three. You understand how they interact, where they create tension, and how to manage that commercially.
10+ years in subscription or recurring revenue, ideally in freemium consumer software, cybersecurity or a high volume B2C model where both scale and customer trust matter.
Real AI led mark-ops experience, you have led or materially contributed to a shift toward automated lifecycle decisioning: propensity models, real time intervention triggers, personalisation at scale. This is not theoretical for you.
Customer experience as a non-negotiable, you have built programmes where CX and commercial performance were both hard requirements, and you know how to hold that tension without sacrificing either.
Strategic programme execution, a track record of translating ambitious goals into structured roadmaps, running disciplined experimentation, and delivering measurable outcomes.
Squad leadership, experienced leading through cross functional squads rather than owned teams. You know how to set direction, create accountability and get the best from Product, Data Science, Martech and Finance partners without relying on hierarchy.
Executive level communication, able to simplify complexity, frame trade-offs clearly and align senior stakeholders around a shared direction.
Who You Are:
Commercially accountable, you take the numbers personally. You own outcomes, not just workstreams, and you find a way to deliver.
A standard setter, you have a clear internalised sense of what great lifecycle management looks like and the conviction to hold that bar even when it is easier not to.
Customer obsessed, you believe from experience that sustainable commercial performance and exceptional customer experience are the same goal pursued together.
Energised by transformation, you are drawn to the complexity of building something genuinely better. Ambiguity does not slow you down; it focuses you.
Hands on and strategic in equal measure, as comfortable interrogating the logic of a churn intervention as you are presenting a 12-month monetisation roadmap to the leadership team.
A decisive prioritiser, you identify the highest leverage opportunities quickly and protect your focus relentlessly. You say no with clarity and conviction.
What's Next:
If this role resonates, we'd welcome a conversation. Send us your profile and the recruiter together with the hiring manager will review it before being in touch to arrange an initial discussion, an opportunity to explore your background, what's compelling you to Gen, and whether there's a strong mutual fit.
Gen is an equal opportunity employer, and we're committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.
