[Hiring] Head of CRM & Customer Value @Bondora

Role Description

As the Head of CRM & Customer Value at Bondora, you'll own how we maximise the value of our existing customer base - not just how we communicate with them. You'll combine customer economics, lifecycle strategy, and CRM to decide which customers to engage, when to contact them, what to offer, and how to make sure those decisions create real commercial value. You'll work closely with Finance, Credit Risk, Product, Data, Engineering, Legal, and Country teams to understand what drives customer profitability and turn that into scalable journeys, offers, and decisioning.

This is a strategic, hands-on leadership role. You'll own the customer value model, lead CRM across activation, growth, and servicing, and help shape the next generation of personalised decisioning at Bondora, including the in-house capabilities we're building on top of Braze.

Your impact will be measured in incremental customer value, profitability, repeat borrowing, and portfolio health — not just campaign performance.

Responsibilities

• Own the value of the existing customer base.
• Deliver quarterly targets for Active Customers, Active Balance per Customer and returning originations, measured in customer value (loan net present value, LTV12) and in volume.
• Own the customer value model with Finance and Credit Risk.
• Maintain the value formula: fees, net interest margin after funding cost, add-on revenue, expected loss, early repayment, cost to serve, discounting.
• Decide where value is created.
• Rank the levers by value: timing of the next loan, top-ups, add-on attach, refinancing, early-delinquency cure.
• Price every incentive on break-even logic, and stop what destroys value.
• Own orchestration today and the decisioning layer tomorrow.
• Run Braze as the orchestration backbone, with journeys judged on value against a holdout.
• Act as business owner of the decisioning layer that Bondora intends to build in-house with a dedicated data science and AI engineering team.
• Prove incrementality in money.
• Lead and develop the team of three CRM Managers (Growth, Funnel, Servicing; two still to be hired), working with a Data PM.
• Drive cross-functional partnerships with Finance, Credit Risk, Product, Analytics, Engineering, Legal and country managers.

Qualifications

• 8+ years in CRM, lifecycle or customer value management, with at least 3 in consumer lending, banking, cards, BNPL or another credit or recurring-revenue business.
• Has built or owned a customer value (LTV or NPV) model and used it as an optimisation target.
• Can derive customer economics from first principles, including funding cost, expected loss, early repayment, cost to serve and discounting.
• Credit literacy: risk-based pricing, affordability, suppression.
• Experience designing holdouts and controls, and reporting results in monetary terms.
• Hands-on with a modern CRM platform (Braze preferred).
• Experience as business owner of a next-best-action or AI decisioning model.
• 4+ years leading a team, including hiring.

Benefits

• Be part of Bondora’s ambitious journey toward 1BN in revenue - your work will have a real impact.
• Enjoy a competitive salary and amazing benefits: 5 weeks of vacation, private healthcare compensation, hobby grant, mental health support, share options, and much more!
• Work in an environment that encourages growth and innovation - with resources and budget for continuous learning.

Next Steps

If you have the guts, ideas, and a team vision, apply now!

• Meet Anna, our Recruiter — your first chat to share your story and ambitions.
• Meet Mario, CMO.
• Tackle a home task to showcase your skills.
• Complete our personality and logic assessments via Alva Labs.
• Meet Pärtel Tomberg, our CEO.
• In-Person meeting with Mario.
• Bar Raiser interview with Olga Kikas, our Chief of People.
• If the stars align — welcome to Bondora!