Lifecycle Journey Manager, Retention

Gen Digital Inc.•New York, NY

2d•$160,000 - $185,000•Hybrid

About The Position

Gen is seeking a dedicated owner for the Retention stage of MoneyLion’s user journey. This role is responsible for turning initial monetization into lasting customer relationships. As a senior lifecycle journey manager, you will own retention strategy, key performance indicators (KPIs), and the end-to-end customer journeys designed to maintain customer activity and engagement throughout their lifecycle. You will define the retention scoring and intervention logic that drives AI decisioning, collaborating with Product, Data, and Martech teams to demonstrate the incremental impact on retention and Lifetime Value (LTV). This is a senior individual contributor position where you will establish definitions and standards for others to follow, and you will be equally adept at shaping strategy and executing journeys.

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 primary KPIs: Retention Rate, repeat monetization moments, D30/Dn retention, and churn.
Define retention and churn scoring, triggers, and intervention logic; set the signals and guardrails for the decisioning stack (Hightouch).
Design reactivation, win-back, and engagement journeys, and build direct-deposit and habit stickiness.
Build and launch in Iterable, increasingly via AI decisioning, managing QA, frequency, and suppressions.
Design holdouts and measure 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 AI agents executing retention programs, and set their guardrails.