Customer Retention Director
Core
Own the lifecycle system driving repeat usage, engagement, and long-term customer value for a global eSIM store.
Role type
Senior Customer Retention Director (Lifecycle & Growth)
Builds
A cross-functional lifecycle system spanning CRM, Product, and Data to drive revenue and repeat usage.
Domain
Travel technology / eSIM / B2C mobile
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Lifecycle strategy, CRM platform ownership (CleverTap, Braze, Iterable), A/B testing, cohort analysis, incrementality, user segmentation, cross-functional leadership, analytical decision-making
Preferred skills
Mobile app experience, travel or marketplace industry knowledge, loyalty program design, referral system design, SQL
Technologies
CleverTap, Braze, Iterable, Firebase, GA4, Adjust
Responsibilities
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
Seniority
Senior, hands-on IC
