Lifecycle Journey Manager, Retention

Gen Digital•New York, NY

1d•Hybrid

About The Position

Gen At Gen (NASDAQ: GEN), an S&P 500 company, strives to give everyone the power to explore our shared digital world freely and safely. We help shape the digital world to be a freer, fairer, and safer place through the application of science, technology, and human ingenuity. Gen safeguards hundreds of millions of people worldwide across Cybersecurity, Identity, and Financial Wellness - including through MoneyLion, our financial-wellness platform that helps people take control of their money and build a healthier financial life. The Lifecycle Journey Manager, Retention will be the dedicated owner of the Retention stage of MoneyLion’s user journey, responsible for turning a first monetization moment into a durable, repeat relationship. This senior individual-contributor role involves owning retention strategy, retention KPIs, and the end-to-end journeys that keep customers active and engaged across their lifecycle. The role will define retention scoring and intervention logic for AI decisioning and partner with Product, Data, and Martech to demonstrate incremental impact on retention and LTV.

Requirements

7–10+ years in lifecycle / CRM / retention marketing for a digital product or subscription business, with a deep retention and churn focus.
A track record owning retention strategy and personally shipping journeys in Iterable, Braze, Salesforce Marketing Cloud, or similar.
Advanced data literacy - survival / cohort analysis, incrementality, and experimentation design.
Experience building triggered, always-on retention programs (onboarding, win-back, reactivation, loyalty).
Comfort defining inputs to ML decisioning (churn scoring, next-best-action) and interpreting model outputs.
Senior cross-functional leadership - influence without authority and keep stakeholders aligned and moving.
Excellent communication; able to set definitions and measurement standards the wider team adopts.
A bias toward ownership and action.

Nice To Haves

Experience in fintech, subscription, or consumer products.
Familiarity with AIDs, Hightouch, or other predictive decisioning platforms.

Responsibilities

Own end-to-end retention strategy and the primary KPI - Retention Rate, repeat monetization moments, D30/Dn retention, and churn.
Define retention and churn scoring, triggers, and intervention logic; set the signals and guardrails the decisioning stack (Hightouch) acts on.
Design reactivation, win-back, and engagement journeys, and build direct-deposit and habit stickiness.
Build and launch in Iterable - increasingly via AI decisioning - owning QA, frequency, and suppressions.
Design holdouts and read incrementality with Analytics to prove true retention lift, distinguishing it from compounded-cycle artifacts.
Shape the loyalty and premium experience in partnership with PMM and Product.
Own the numbers and the retention narrative for leadership, surfacing insights and clear next steps.
Direct and supervise the AI agents that execute retention programs, and set their guardrails.