Customer Retention Director

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Airalo is the world’s first eSIM store that helps people connect in over 200+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry. We are a travel-tech company and an equal-opportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 50+ countries and six continents. What glues us together is our commitment to changing the way you connect. Check out more information about Airalo in our Public Handbook: https://airalo-public.notion.site/airalo-public-handbook About you We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences. About the Role Position: Full-time / Employee Location: Remote-first within the UK or Spain. To be considered for this role, candidates must live in and possess valid work authorization for one of these two countries. Benefits: Health Insurance, work-from-anywhere stipend, annual wellness & learning credits, annual all-expenses-paid company retreat in a gorgeous destination & other benefits Ready to make travel easier for millions? Airalo is the world’s first and largest eSIM store, helping travellers stay connected seamlessly in over 200 countries and regions. We value empathy, ownership, and innovation, and trust our team to take initiative, put the customer first, and grow together while making a real impact every day. Airalo’s fully remote Growth team is growing, and this is your chance to join a team where creativity runs wild. We empower our marketing geniuses to bring bold, innovative ideas to life. You’ll get to showcase the Airalo brand, excite travelers around the world, and experiment with the best marketing tech in the business, all while having the freedom to explore, create, and grow. As Director of Retention at Airalo, you will own how we drive repeat usage, engagement, and long-term customer value. This role is about building a lifecycle system that drives real behavior, not just running campaigns. You will define how we activate users, bring them back, and increase frequency over time, owning retention as a system across CRM, Product, and Data, ensuring lifecycle is a core driver of revenue. You will be expected to answer: “What actually makes users come back?” Responsibilities include but are not limited to - Own retention as a cross functional system spanning CRM, Product, and Data - Define lifecycle strategy across activation, retention, engagement, and referral - Lead CRM channels end to end (push, email, in-app messaging, app inbox) - Define and drive Product requirements across onboarding, engagement, and lifecycle UX - Build and scale a lifecycle system that drives repeat usage and revenue - Work with Data and CRM to refine segmentation strategy across user types, markets, and behaviors - Design and run experiments across messaging, timing, journeys, and incentives - Partner with Data to define measurement frameworks, segmentation, and incrementality - Own how incentives (discounts, Airmoney, referrals) are used within lifecycle - Establish clear communication rules to avoid fatigue and overlap - Identify and prioritize the highest impact lifecycle opportunities - Translate insights into actionable changes across CRM and Product Must Haves - 10+ years in CRM, lifecycle, retention, or growth roles - Experience owning lifecycle strategy in a B2C or mobile-first company - Strong hands-on experience with CRM platforms (CleverTap, Braze, Iterable, etc.) - Proven ability to drive measurable improvements in retention, LTV, or repeat rate - Strong experimentation mindset (A/B testing, cohort analysis, incrementality) - Deep understanding of user segmentation and lifecycle journeys - Ability to work cross-functionally with Product, Data, and Growth teams - Strong analytical thinking with the ability to turn data into decisions Nice to Have: - Experience in mobile apps, travel, or marketplace businesses - Familiarity with tools like Firebase, GA4, Adjust, or similar - Experience with loyalty programs, referral systems, or incentive design - SQL or technical background for working with data teams If you are interested in this position, please apply to the ad.