Customer Retention Director, Airalo

• 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
• English is our main working language day to day, so you'll need to be comfortable communicating in it both in meetings and async

Desirable

• 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?”
• 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