Senior Customer Retention Director – Global Lifecycle & Engagement Strategy Lead at brighthush, the Premier eSIM Connectivity Pioneer

About brighthush and the Future of Connected Travel

brighthush is redefining how people stay connected while they explore the world. As the pioneer in the eSIM marketplace, we empower millions of travelers to access affordable, reliable mobile data in over 200 countries and regions. Our mission is simple: make global connectivity effortless, secure, and affordable for everyone, everywhere.

Founded on the principles of trust, ownership, and freedom, brighthush has grown from a small startup to a vibrant, fully remote organization of more than 400 talented individuals across 60+ countries. We thrive on a culture that values initiative, embraces experimentation, and rewards impact. Whether you’re a seasoned marketer, a data scientist, or a product visionary, you’ll find a place where your ideas can shape the future of travel connectivity.

As a fully remote company, we are genuinely global. Our teams collaborate across time zones, cultures, and continents, united by a shared mission to simplify travel for millions of users. We believe that the best work happens when people are trusted to own their projects, free from unnecessary bureaucracy, and empowered to make decisions that drive real results.

Your Next Destination – The Role

We are looking for a visionary Senior Customer Retention Director to lead the design, execution, and optimization of our global lifecycle strategy. In this role, you will own the end‑to‑end retention system that drives repeat usage, engagement, and long‑term customer value across CRM, Product, and Data teams. You will translate data insights into actionable initiatives that keep travelers coming back to brighthush, while ensuring that every touchpoint feels personal, timely, and valuable.

Key Responsibilities

• Own the Retention Ecosystem: Build and scale a cross‑functional lifecycle system that spans CRM, Product, and Data, ensuring seamless integration and consistent messaging across all channels.
• Define Lifecycle Strategy: Craft a comprehensive strategy covering activation, retention, engagement, and referral, tailored to diverse user segments and market dynamics.
• Lead CRM Channels: Oversee the full funnel of push notifications, email, in‑app messaging, and app inbox campaigns, optimizing frequency, timing, and content for maximum impact.
• Drive Product Requirements: Collaborate with Product to shape onboarding flows, in‑app experiences, and lifecycle UX that encourage repeat usage and higher lifetime value.
• Experiment & Optimize: Design, launch, and analyze A/B tests, cohort studies, and incremental experiments across messaging, incentives, and journey design.
• Segmentation & Personalization: Work with Data to refine segmentation strategies, ensuring that messaging resonates with distinct user personas, markets, and behaviors.
• Incentive Architecture: Own the design and deployment of incentives—discounts, loyalty credits, referral rewards—ensuring they align with lifecycle goals and revenue targets.
• Communication Governance: Establish clear rules to prevent channel fatigue, overlap, and brand dilution, maintaining a coherent voice across all touchpoints.
• Prioritize Impactful Opportunities: Identify, evaluate, and champion the highest‑impact initiatives that drive measurable improvements in retention, LTV, and repeat usage.
• Cross‑Functional Leadership: Partner with Product, Data, Growth, and Customer Success to translate insights into actionable changes, fostering a culture of data‑driven decision making.

Essential Qualifications

• 10+ years of experience in CRM, lifecycle, retention, or growth roles within B2C or mobile‑first companies.
• Proven track record of owning and scaling lifecycle strategy that delivers measurable improvements in retention, LTV, or repeat rate.
• Hands‑on expertise with leading CRM platforms.
• Strong experimentation mindset: adept at designing A/B tests, cohort analyses, and measuring incremental lift.
• Deep understanding of user segmentation, journey mapping, and lifecycle stages.
• Excellent cross‑functional collaboration skills, able to influence Product, Data, and Growth teams.
• Analytical rigor: ability to translate complex data into clear, actionable recommendations.

Preferred (Nice to Have)

• Experience in mobile apps, travel, or marketplace businesses.
• Familiarity with leading analytics tools.
• Background in loyalty programs, referral systems, or incentive design.
• SQL or technical background that facilitates collaboration with data teams.

Why brighthush?

At brighthush, we believe that great work is built on trust, autonomy, and a clear sense of purpose. Here’s what makes us stand out:

Culture & Work Environment

• Fully Remote, Truly Global: Work from anywhere—whether you’re in Spain, the UK, or beyond—while collaborating with a diverse, high‑performing team.
• Ownership & Impact: Your ideas shape the product, the customer experience, and the company’s growth trajectory. You’ll see the direct impact of your work on millions of travelers.
• Transparent Decision Making: We value open communication, data‑driven insights, and a flat hierarchy that encourages initiative.
• Continuous Learning: Access to learning resources, mentorship, and the opportunity to work on cutting‑edge projects across product, data, and growth.

Career Growth & Development

As a senior leader, you’ll have the chance to:

• Shape the global lifecycle strategy and set industry benchmarks.
• Mentor junior analysts, marketers, and product managers.
• Lead cross‑functional initiatives that span multiple business units.
• Drive innovation in retention technology, experimentation frameworks, and customer engagement.
• Advance into executive leadership roles, such as VP of Growth or Chief Customer Officer.

Compensation, Perks, and Benefits

While specific figures vary by location, brighthush offers a competitive salary package that reflects your experience and the value you bring. In addition to base pay, we provide:

• Performance‑based bonuses tied to retention and LTV metrics.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible paid time off and a generous parental leave policy.
• Professional development budget for courses, conferences, and certifications.
• Equity or stock‑option plans that align your success with the company’s growth.
• Remote work stipend to support home office setup.
• Access to a global network of peers, mentors, and industry experts.

Ready to Make a Global Impact?

If you are passionate about driving customer loyalty, thrive in a data‑rich environment, and want to shape the future of travel connectivity, we want to hear from you. Join brighthush and help millions of travelers stay connected, no matter where they go.

Apply today and become a key architect of our global lifecycle strategy. Let’s build the future of travel together.