Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives. 

When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.

Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs. 

If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!

About the team

The successful candidate will be joining the Commercial Operations and Performance Team, sitting within the Retention Team. The Retention Team delivers roughly 70% of all Company revenue and is the largest P&L in the Customer Success Management Organization. The Commercial Operations and Performance team is a specialist team of data passionate individuals charged with delivering Business and Customer Insight to all levels of the Retention organization. To demonstrate the range of stakeholders and tasks, the successful candidate will find themselves explaining to our C-Level management what customer, market and business factors have caused the Renewal Rate of any one of Gen’s brands to have moved vs predefined targets in the morning, supporting the Finance organization with cohort based analysis to improve modelling accuracy at lunchtime, then working hand in glove with Business Owners to identify specific customer segments to pursue and improve performance in the afternoon.

About the role

The successful candidate will be reporting into a Senior Commercial Operation and Performance Manager, who in turn reports into Director level. This role has three core functions:
 

1) systematic opportunity identification to drive incremental value and guide the actions of Business Owners,

2) establish a set of customer and commercial KPI’s & lead indicators that allow us to monitor and measure performance, delivering value into the P&L and helping to match these movements to financial metrics and

3) establishment of in-depth flagging systems to determine whether performance of recent initiative launches are performing as expected.

What You Will Do in This Role:

Opportunity identification.

• Ownership of a subsect of KPI’s (as the Senior Managers direction).

• Responsible for leveraging changing customer sentiment, behaviour and wider factors to create future plans to drive this KPI harder.

• Deliver ‘who’ we should be targeting, ‘where’ in the customer journey and a clear reason ‘why’ to Business Owners, freeing them to focus on ‘how’ we take advantage of those opportunity.

Establish customer and commercial KPI’s & lead indicators.

• It is our responsibility to monitor changes in performance KPI’s that accurately reflect the way that value is created in our business: understanding the MoM, YTD and movements vs target is critical.

• Should we be off target, feeling empowered to challenge Business Owner performance as create plans to course correct in collaboration with them.

• Establishment and monitoring of lead indicators that relate to headline value KPIs – our approach is to drill down the level of lead indicators and work with Business Owners to create plans against those: the logic being they are specific and should we affect change against these, the headline KPI with move in turn and if this happens, value will be created.

• Creating customer KPI dashboards that display both KPI’s and lead indicators in partnership with Data Analytics, shifting focus from individual licenses to a true customer view.

• Further, connect custome