Customer Retention Director

About Airalo

Airalo is pioneering the future of travel connectivity as the first eSIM store worldwide, enabling millions of travelers to access affordable mobile data across more than 200 countries and regions. With a global team of over 400 employees spanning 60+ countries, Airalo is committed to fostering an innovative, trustworthy, and ownership-driven remote work culture that eliminates bureaucracy and empowers individuals.

Role Overview

We are seeking a Customer Retention Director to own and optimize our customer lifecycle systems, focusing on repeat usage, engagement, and maximizing long-term customer value. This strategic role involves leading cross-functional initiatives involving CRM, Product, and Data teams to build a lifecycle management strategy that drives real behavioral change, not just marketing campaigns.

Key Responsibilities

• Lead retention strategies as an integrated system across CRM, Product, and Data functions.
• Develop comprehensive lifecycle strategies covering user activation, retention, engagement, and referral programs.
• Manage CRM channels including push notifications, emails, in-app messaging, and app inbox communications.
• Collaborate with Product to design onboarding, engagement, and lifecycle user experiences.
• Construct and scale lifecycle mechanisms to foster recurrent usage and increase revenue.
• Coordinate with Data and CRM teams to refine user segmentation considering markets, behaviors, and user profiles.
• Design and analyze experiments focused on messaging, timing, customer journeys, and incentives.
• Partner with Data teams to establish measurement frameworks for segmentation, incrementality, and impact assessment.
• Oversee the deployment of incentives like discounts, loyalty rewards, and referral programs within lifecycle marketing.
• Establish clear communication strategies to prevent user fatigue and message overlap.
• Identify and focus on the highest value opportunities in lifecycle development.
• Translate data insights into actionable improvements across CRM and Product areas.

Required Qualifications

• Over 10 years of professional experience in CRM, lifecycle marketing, retention, or growth management roles.
• Proven success in leading lifecycle strategies within B2C or mobile-first enterprises.
• Expertise in handling CRM platforms such as CleverTap, Braze, Iterable, or equivalents.
• Demonstrated ability to enhance retention metrics, lifetime value (LTV), and repeat customer rates.
• Strong analytical mindset with proficiency in A/B testing, cohort analysis, and impact measurement.
• Comprehensive knowledge of user segmentation and lifecycle journey mapping.
• Experience collaborating across Product, Data, and Growth teams.
• Excellent data-driven decision-making capabilities.

Preferred Qualifications

• Background in mobile applications, travel sectors, or marketplace businesses.
• Familiarity with analytics and user tracking tools such as Firebase, Google Analytics 4 (GA4), or Adjust.
• Experience designing and managing loyalty programs, referral systems, and customer incentives.
• Foundational skill in SQL or technical competence for partnering with data teams.

Additional Information

• Location: Fully remote with eligibility for positions based in Spain or the UK.
• Employment contract: Permanent full-time; Spain hires through Deel's employer of record with contrato indefinido, UK hires on a permanent basis.
• Primary working language is English for daily communication and asynchronous collaboration.
• Salary ranges depend on residency: Spain (€86,400–€124,000/year), UK (£103,200–£148,500/year), UAE (514,500–696,500 AED/year).
• Airalo promotes a transparent hiring process with roaming-free salary disclosures and emphasizes a culture of trust, autonomy, and work-life balance.
• Equal opportunity employer committed to diversity, equity, and inclusion, providing accommodations for disabilities during hiring.
• Background checks may be conducted upon candidate consent at the final selection stages, compliant with applicable laws.
• Recruitment utilizes AI-assisted tools to support but not replace human judgment throughout evaluation and interviewing.