[Hiring] Customer Retention Director @Airalo

Role Description

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 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.

Qualifications

• 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.

Requirements

• Experience in mobile apps, travel, or marketplace businesses (Nice to Have).
• Familiarity with tools like Firebase, GA4, Adjust, or similar (Nice to Have).
• Experience with loyalty programs, referral systems, or incentive design (Nice to Have).
• SQL or technical background for working with data teams (Nice to Have).

Benefits

• Health Insurance.
• Work-from-anywhere stipend.
• Annual wellness & learning credits.
• Annual all-expenses-paid company retreat in a gorgeous destination.
• Other benefits.