Customer Retention Director - Airalo

About Airalo

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.

About the Role

Airalo’s fully remote Growth team is expanding. As Customer Retention Director, 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 to ensure lifecycle is a core driver of revenue.

Location & Employment Setup

• Location: Remote, anywhere in Spain or the United Kingdom
• Contract:
  • Spain: Full-time, permanent contrato indefinido via Deel (Employer of Record)
  • UK: Full-time, permanent
• Languages: English is our main working language day to day, so you'll need to be comfortable communicating in it both in meetings and asynchronously.

Compensation by Location

• United Kingdom: £103,200 to £148,500
• Spain: €86,400 to €124,000
• UAE: 514,500 to 696,500 AED

Specific salary ranges used in offers are determined by where you reside.

Responsibilities

• 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

Requirements

• 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