Customer Retention Director

Airalo

Director of Retention at Airalo focusing on driving repeat usage and long-term customer value. Building lifecycle systems to enhance customer engagement for the world's largest eSIM store.

Posted 5/18/2026full-timeRemote • 🇪🇸 SpainLeadWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Health Insurance
work-from-anywhere stipend
annual wellness & learning credits
annual all-expenses-paid company retreat in a gorgeous destination & other benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRM strategylifecycle strategyuser segmentationA/B testingcohort analysisincrementalitydata analysisretention metricsengagement metricsrevenue growth

Soft Skills

analytical thinkingcross-functional collaborationcommunicationprioritizationproblem-solvingleadershipstrategic thinkingdecision-makingcreativityadaptability