Membership Lifecycle & Monetization

About the role

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.

Responsibilities

• 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.
• 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 lo

Benefits

Additional Information

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.

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