User Retention Specialist

### Help Us Build The Future of Travel At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store, we help millions of travelers access affordable mobile data in 200+ countries and regions around the world. Today, we're a team of 400+ people across 60+ countries, building a product used by travelers every day. We've grown quickly, but we've worked hard to keep what matters: trust, ownership, and the freedom for people to do great work without unnecessary layers or bureaucracy. We're fully remote by design, genuinely global, and united by a shared mission to make travel simpler for everyone. ### Your Next Destination - **Location:** Remote, anywhere in Spain or the UK. - **Contract:** - Spain: Full-time, permanent *contrato indefinido* via Deel (our employer of record in Spain) - UK: Full-time, permanent - **Benefits:** Learn more about our benefits here in this link - - **Languages:** English is our main working language day to day, so you'll need to be comfortable communicating in it both in meetings and async. Curious what it's actually like to work at Airalo? We've put together a guide for each of the hubs we hire from most, covering our benefits, remote culture, employment setup, and what our team values most: - **Life at Airalo · España**: - **Life at Airalo · United Kingdom**: We are seeking a highly skilled and experienced User Retention Specialist to join our team. As a User Retention Specialist, you will play a crucial role in developing and implementing strategies to enhance customer engagement, reduce churn, and maximize user retention. This is a position that requires in-depth knowledge and hands-on experience in user retention, specifically within performance-focused businesses ### Responsibilities include but are not limited to: - Develop and execute user retention strategies: Collaborate with cross-functional teams to design and implement comprehensive user retention strategies - Conduct data analysis: Utilize data-driven insights to identify user retention patterns, trends, and areas of improvement. Analyze customer behavior, engagement metrics, and churn rates to develop actionable recommendations. - Implement retention campaigns: Utilize CRM and retention tools like Clevertap/Braze/Moengage to execute targeted retention campaigns with personalized messaging, and behavioral triggers. Optimize customer journeys to increase engagement, loyalty, and repeat purchases. - Customer segmentation: Develop and refine customer segmentation strategies to identify different user segments based on behavior, demographics, and preferences. Tailor retention initiatives and messaging for each segment to drive maximum impact. - Monitor and analyze retention metrics: Continuously track and analyze key retention metrics such as churn rate, customer lifetime value (CLTV), and repeat purchase rate. Generate regular reports to monitor progress, identify areas for improvement - Test and optimize retention initiatives: Conduct A/B tests and experiments to evaluate the effectiveness of different retention initiatives. Optimize campaigns, messaging, and tactics based on data-driven insights to maximize user retention. - Stay updated on industry trends: Keep abreast of the latest industry trends, best practices, and emerging technologies in user retention. Apply knowledge and insights to enhance the effectiveness of retention strategies and campaigns. ### Must Haves - 4+ years of extensive experience in user retention: Proven track record of developing and implementing successful user retention strategies in performance-focused businesses - Knowledge of retention use cases: Strong understanding of various user retention use cases, including churn prevention, win-back campaigns, loyalty programs, personalized recommendations, and engagement tactics. - Hands-on experience with CRM and retention tools: Proficiency in working with CRM platforms and retention tools like Clevertap/Braze/Moengage or similar platforms. Ability to leverage these tools to execute retention campaigns, segment customers, and analyze data. - Data-driven mindset: Excellent analytical skills with the ability to interpret complex data sets, draw actionable insights, and make data-backed recommendations. Experience in analyzing user behavior, segmentation, and retention metrics. - Continuous learner: Enthusiasm for staying updated on industry trends, best practices, and emerging technologies in user retention. Proactive approach to acquiring new skills and knowledge to enhance professional expertise. Good to have: - Prior experience in the tech, travel or telecommunications industry - Clevertap experience - Broad awareness of how user acquisition and user retention work together