At a Glance
- Tasks: Lead customer retention strategies and drive engagement across multiple channels.
- Company: Join Airalo, the world's first eSIM store revolutionising global connectivity.
- Benefits: Enjoy health insurance, remote work flexibility, and annual retreats in stunning locations.
- Other info: Work in a diverse, inclusive team spread across 50+ countries.
- Why this job: Make a real impact on how millions of travellers stay connected worldwide.
- Qualifications: 10+ years in CRM or retention roles with strong analytical skills.
The predicted salary is between 80000 - 100000 € per year.
About Airalo
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 revolutionises 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.
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 authorisation 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 travellers 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 behaviour, 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 behaviours
- 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 prioritise 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.
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.
Customer Retention Director employer: Airalo
Airalo is an exceptional employer that champions a remote-first work culture, offering employees the flexibility to work from anywhere in the UK or Spain. With a strong emphasis on diversity, inclusion, and personal growth, Airalo provides comprehensive benefits including health insurance, wellness credits, and an annual all-expenses-paid retreat, fostering a collaborative environment where innovative ideas thrive. Join a passionate team dedicated to revolutionising the telecom industry while making a meaningful impact on travellers worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Director
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Airalo or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding Airalo's mission and values. Show us how your experience aligns with our goals in customer retention and engagement. We love candidates who are genuinely excited about what we do!
✨Tip Number 3
Practice your pitch! Be ready to explain how you would approach retention strategies and lifecycle management. We want to hear your ideas on driving repeat usage and keeping customers engaged.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re serious about joining our team at Airalo.
We think you need these skills to ace Customer Retention Director
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see that you genuinely care about customer retention and how it can make a difference in our users' lives.
Tailor Your CV:Make sure your CV is tailored to the role. Highlight your experience in CRM and retention strategies, and don’t forget to mention any hands-on work with relevant tools. We love seeing how your skills align with what we’re looking for!
Be Clear and Concise:Keep your application clear and to the point. We appreciate good communication, so make sure your thoughts are organised and easy to follow. This will show us that you can communicate effectively, which is key for this role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Airalo and what we stand for.
How to prepare for a job interview at Airalo
✨Know Your Stuff
Before the interview, dive deep into Airalo's mission and values. Understand their approach to customer retention and how they revolutionise the telecom industry. This will not only show your genuine interest but also help you align your answers with their goals.
✨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your success in CRM, lifecycle strategies, and retention. Be ready to discuss measurable improvements you've driven and how your analytical mindset has contributed to those successes.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about Airalo’s current retention strategies and challenges. This shows you're not just interested in the role but also in contributing to their growth and understanding their unique environment.
✨Emphasise Collaboration
Since the role involves working cross-functionally, highlight your experience in collaborating with different teams like Product and Data. Share examples of how you’ve successfully navigated team dynamics to achieve common goals, showcasing your ability to foster a collaborative environment.
