Customer Retention Director

Help Us Build The Future of Travel At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store, we help millions of travelers access affordable mobile data in 200+ countries and regions around the world. Today, we're a team of 400+ people across 60+ countries, building a product used by travelers every day. We've grown quickly, but we've worked hard to keep what matters: trust, ownership, and the freedom for people to do great work without unnecessary layers or bureaucracy. We're fully remote by design, genuinely global, and united by a shared mission to make travel simpler for everyone. Your Next Destination Location: Remote, anywhere in Spain or the UK. Contract: Spain: Full-time, permanent contrato indefinido via Deel (our employer of record in Spain) UK: Full-time, permanent Benefits: Learn more about our benefits here in this link - https://airalo-public.notion.site/Benefits-25396a97ffca81fb9bc1f0be479f1be3?pvs=74  Languages: English is our main working language day to day, so you'll need to be comfortable communicating in it both in meetings and async. Curious what it's actually like to work at Airalo? We've put together a guide for each of the hubs we hire from most, covering our benefits, remote culture, employment setup, and what our team values most: Life at Airalo · España: https://airalo-public.notion.site/life-at-airalo-espana Life at Airalo · United Kingdom: https://airalo-public.notion.site/life-at-airalo-united-kingdom 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 Customer Retention Director 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 Why People Join Us 🇪🇸 Why people join us in Spain We started Airalo to make staying connected effortless, wherever you are in the world. Today, millions of travelers rely on our eSIMs, and many of the people building the product were customers first. Our team is united by a shared belief that great work happens when people are trusted to own what they do. As Airalo continues to grow, so do the opportunities to learn, take on new challenges, and make a real impact. For many of our teammates in Spain, it's the combination of stability, flexibility, and genuine work-life balance that makes Airalo feel like home. 🇬🇧 Why people join us in the UK We started Airalo to make staying connected effortless, wherever you are in the world. Today, millions of travelers rely on our eSIMs, and many of the people building the product first discovered us as customers. Our team spans 60+ countries, but what people often notice quickly is how work actually feels here. There's trust to own what you do, space to focus without constant layers of process, and a clear sense of what you're responsible for from day one. As Airalo continues to grow, people tend to stay for a mix of things: the chance to work on a product used globally, the autonomy to shape how they work, and the opportunity to keep taking on new challenges without getting stuck in one lane. Before You Hit Apply By applying, you acknowledge and agree that, in case of successful application, Airalo may request to run background checks as a condition for entering into an agreement with you. Rest assured that these checks will only occur upon your prior consent and at the end of the selection process, and will be strictly limited to what is allowed under the laws that are applicable to you. All data that you share or that we collect in connection with such checks will be processed in accordance with our Privacy Policy, available here: www.airalo.com/more-info/privacy-policy?srsltid=AfmBOooBT0rXAj1FaNelZ3VfN0wvhwzvAoxdtHnOKSVETpiSjiXVuycy    We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equal-opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.