Lifecycle Journey Manager, Retention

Job description

About Gen At Gen (NASDAQ: GEN), an S&P 500 company, we strive 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, and we are looking for people who share our passion for contributing to a better online world. 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. About the team and the role You’ll be the dedicated owner of the Retention stage of MoneyLion’s user journey - the engine that turns a first monetization moment into a durable, repeat relationship. As a senior lifecycle journey manager, you own retention strategy, retention KPIs, and the end-to-end journeys that keep customers active and engaged across their lifecycle. You’ll define the retention scoring and intervention logic that powers our AI decisioning, and partner with Product, Data, and Martech to prove incremental impact on retention and LTV. This is a senior individual-contributor role for someone who sets definitions and standards others adopt, and who is equally comfortable shaping strategy and shipping journeys. What you’ll do • 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. What you’ll bring • 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 have • Experience in fintech, subscription, or consumer products. • Familiarity with AIDs, Hightouch, or other predictive decisioning platforms. What we offer • Competitive salary with a performance-based bonus scheme (up to 15%) • Flexible working hours with hybrid / home-office options • The chance to join a major global tech company listed on the S&P 500 • A meaningful learning & development budget and clear career growth • Comprehensive health and wellbeing benefits • Modern equipment (Mac/Windows) for work and personal use • Employee Stock Purchase Plan Location: NYC Office (Onsite 3 days per week) The annual base salary for this position is expected to be between $160,000 and $185,000. Base salary is one component of Gen's total compensation package, which includes 401(k) match, health insurance options, disability coverage, life insurance, and unlimited paid time off. Actual salaries will vary based on a candidate’s qualifications, experience, skills, and competencies related to the role. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.