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.
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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.
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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.
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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.
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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.
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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.
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Orchestrate across functions, align Product, Marketing, Finance and Data/AI around shared priorities and hold cross functional execution to a high standard.
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Communicate with clarity and authority, distil complex performance across multiple metrics into sharp, data backed narratives for VP and C level audiences.