Customer Retention Director

🕒 May 18

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Airalo

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

Telecommunications • Technology • Travel

Airalo is the world's first eSIM store that provides digital SIM cards (eSIMs) to travelers in over 200 countries and regions globally. The company offers an innovative solution to avoid high roaming charges by allowing users to purchase and activate eSIMs via its app, ensuring instant connectivity without the need for physical SIM cards. Airalo caters to various travelers by providing local, regional, and global eSIMs with transparent, prepaid pricing plans, supported by 24/7 customer service. The platform also supports partnership through APIs and offers incentives such as referral credits. Airalo represents a modern approach to global mobile connectivity, making it an essential tool for frequent travelers.

📋 Description

• 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

🏖️ Benefits

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