Customer Retention Director at Airalo

Job Description

About Airalo

Alo! 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.

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: https://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.

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