User Operations Specialist

About the Role

We are looking for a hands-on User Operations Specialist to own lifecycle CRM and retention for our travel eSIM business. You will improve first-purchase conversion, help customers complete the journey from payment to successful use, and encourage repeat purchases when they next travel.

You will own customer segments, lifecycle journeys and campaign execution within agreed budgets. Work with Product and Pricing Operations on offers and discount limits, and with Product, Engineering and Customer Support on fulfilment and connectivity issues.

Key Responsibilities

• Build and maintain customer segments using behavioral, purchase and usage data. Define eligibility, entry and exit rules for each lifecycle journey.
• Plan, configure and run CRM journeys across supported channels. Cover registered users who have not purchased, customers awaiting eSIM delivery or installation, first use, and repeat travel.

• Manage event triggers, identity matching, purchase-based exclusions, consent preferences, frequency limits, local timing and message retries. Test journeys before launch and monitor them afterwards.
• Use SQL and analytics tools to investigate conversion and retention, validate audiences and identify data gaps. Distinguish eSIM issuance, installation and first use using the events available.

• Design controlled experiments and holdout groups. Measure incremental repeat purchases and contribution after incentives and messaging costs, using defined populations and observation windows.
• Work with Customer Support and technical colleagues to resolve purchase and usage problems. Distinguish customers who have not yet travelled from customers experiencing a service failure and prioritize appropriate service communications.

• Maintain the CRM calendar, experiment backlog and operating procedures. Recommend priorities and spend, document results and improve journeys based on evidence.
• Turn recurring customer feedback into specific product, catalogue and service improvements. Coordinate with Marketing on messaging and with Product and Pricing Operations on promotional offers.

What You Will Bring

• At least 2 years of experience in consumer CRM, lifecycle marketing, retention, growth operations or user operations, with evidence of independently delivering campaigns or customer journeys.
• Hands-on experience configuring automation in Braze or an equivalent CRM platform, including segmentation, triggers, exclusions, frequency controls and testing.

• Ability to use SQL to build and validate customer segments, investigate performance and check data quality.
• A practical understanding of conversion funnels, cohort analysis, controlled experiments and incremental contribution. You can distinguish attributed purchases from purchases caused by an activity.

• Strong customer judgement and the ability to turn an operational problem into a clear action plan with colleagues across functions.
• Good written and spoken English for customer communications, campaign content and collaboration across markets.

Preferred Experience

• Experience with travel eSIMs, telecommunications, travel apps, online travel platforms or other consumer digital products.
• Experience improving post-purchase journeys, customer support processes or service recovery, including work with tools such as Zendesk or Intercom.

• Experience using AI to improve customer issue analysis, knowledge bases or operational workflows, with checks for accuracy and clear escalation steps.