About Holafly

Holafly is a high-growth scale-up revolutionising how travellers connect to the internet abroad. Since 2018, we've empowered travellers in over 200 destinations worldwide with secure, reliable eSIM solutions. With a team of 600+ professionals across multiple countries, we are scaling globally to ensure our users stay connected from the second they land — wherever their journey takes them.

We're not just selling eSIMs. We're building the infrastructure of trust and experience that turns first-time buyers into lifelong travellers.

The Opportunity

We have a problem most companies would envy: over 10 million customers, industry-leading NPS, and a repeat purchase rate that has significant room to grow.

The challenge — and the opportunity — is inherent to travel. Unlike subscription or FMCG businesses, our customers don't think about us between trips. The window to build a relationship, drive the next purchase, and turn a satisfied traveller into an active advocate is short, episodic, and highly competitive.

We are looking for someone who has lived this problem before. Someone who understands the psychology of the travel consumer, knows how to engineer loyalty in a low-frequency purchase category, and can build the referral loops that turn a high-NPS base into one of our most powerful growth channels.

What You'll Own

Reporting directly to the Chief Customer Experience Officer, you will own Holafly's global retention and loyalty strategy end-to-end — inheriting a small existing team, with the mandate and budget to build it out further.

• Retention Strategy & Execution: Design and execute a global retention strategy with one clear goal: meaningfully increase repeat purchase rate across our 10M+ customer base. You will own the full post-purchase lifecycle — from first re-engagement to long-term loyalty — and be accountable for measurable revenue impact.
• Referral & Member-Get-Member Programs: Build and scale sophisticated referral programs that turn our promoters into an acquisition channel. You'll design the incentive mechanics, own the attribution model, and iterate relentlessly based on data. This is one of the highest-leverage growth levers available to Holafly — you will treat it accordingly.
• Loyalty Programme Architecture: Develop a loyalty proposition that is meaningful in the context of episodic travel — not a generic points scheme, but a programme that creates genuine reasons for travellers to choose Holafly again and again, and to bring others with them.
• LTV Optimisation: Use behavioural and transactional data to build hyper-personalised lifecycle journeys. You will segment the customer base, identify the highest-value cohorts, and design interventions that deepen engagement and increase revenue per user over time.
• Cross-Functional Influence: Partner closely with Product, Marketing, and Data to ensure that the loyalty mindset is embedded into every customer touchpoint — not siloed within your team. You will be a senior voice in shaping how Holafly thinks about its relationship with existing customers.
• Team Leadership & Development: Lead, develop, and grow an existing retention team. You'll set the vision, raise the bar on analytical rigour and creative execution, and hire the additional talent needed to deliver at scale.