[Hiring] Head of Retention & Loyalty @Holafly

Role Description

You will own Holafly’s global retention and loyalty strategy end-to-end, transforming our 10M+ customer base into a high-frequency growth engine. Reporting to the Chief Customer Experience Officer, you will build the systems and teams necessary to turn episodic travel into lifelong advocacy.

• Design and execute a global retention strategy focused on significantly increasing the repeat purchase rate across our 10M+ users.
• Architect and launch high-leverage "Member-Get-Member" programs that convert our existing promoters into a primary acquisition channel.
• Develop a loyalty proposition tailored to the episodic nature of travel, creating genuine incentives for users to choose Holafly consistently.
• Utilize behavioral data to build hyper-personalised lifecycle journeys that segment our audience and maximize revenue per user.
• Partner with Product, Marketing, and Data teams to embed a "retention-first" mindset across all customer touchpoints.
• Recruit and develop a world-class retention team, setting the vision and rigorous standards for data-driven execution.

Qualifications

• 8+ years of experience in retention, loyalty, or lifecycle marketing, with at least 3 years in a senior leadership role.
• Proven B2C expertise in low-frequency or episodic purchase categories (e.g., travel, insurance, or event-driven industries).
• Strong commercial acumen with a track record of owning hard KPIs like repeat purchase rates, LTV, and referral-driven revenue.
• Analytical depth to leverage cohort analysis, attribution modeling, and customer segmentation to drive strategy.
• A "Builder" mindset—demonstrated ability to take programs from concept to global scale in fast-moving environments.

Requirements

• Background in travel-tech or with major OTAs/airlines.
• Deep familiarity with modern CRM/lifecycle stacks (e.g., Braze, Klaviyo, Iterable).
• Experience implementing AI-driven personalisation in loyalty programs.

Benefits

• 100% Remote-First: True flexibility with a high-trust, ownership-driven culture.
• Work-Life Balance: 20 days of paid time off to recharge.
• Continuous Learning: Annual education bonus to support your professional development.
• Executive Visibility: Direct partnership with the CCXO and senior leadership.
• High-Growth Environment: The unique chance to shape the strategy for a product with 10M+ users and industry-leading NPS.