[Hiring] Head of CRM & Customer Value Management @Bondora

Role Description

As the Head of CRM & Customer Value Management at Bondora, you'll own how we maximise the value of our existing customer base - not just how we communicate with them.

• Combine customer economics, lifecycle strategy, and CRM to decide which customers to engage, when to contact them, what to offer, and how to create real commercial value.
• Work closely with Finance, Credit Risk, Product, Data, Engineering, Legal, and Country teams to understand what drives customer profitability.
• Own the customer value model, lead CRM across activation, growth, and servicing.
• Help shape the next generation of personalised decisioning at Bondora, including in-house capabilities built on top of Braze.
• Your impact will be measured in incremental customer value, profitability, repeat borrowing, and portfolio health — not just campaign performance.

Qualifications

• 8+ years in CRM, lifecycle or customer value management, with at least 3 years in consumer lending, banking, cards, BNPL or another credit or recurring-revenue business.
• Experience accountable for the value of a customer base.
• 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.
• Hands-on with a modern CRM platform (Braze preferred).
• 4+ years leading a team, including hiring.

Requirements

• 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.
• 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 and rank the levers by value.
• Run Braze as the orchestration backbone, with journeys judged on value against a holdout.
• Prove incrementality in money through control or holdout for every major programme.
• Lead and develop the team of three CRM Managers (Growth, Funnel, Servicing).
• Drive cross-functional partnerships with Finance, Credit Risk, Product, Analytics, Engineering, Legal, and country managers.

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.

Company Description

At Bondora, our mission is simple: to make finance easy, transparent, and accessible for everyone. Founded in 2008, we’ve helped more than 700,000 customers across Europe borrow and invest effortlessly through our trusted digital products.

As a rapidly growing financial technology company, we’re reaching new heights with a bold vision. We’re set to acquire a banking license, unlocking a world of possibilities for our customers.

Join us on this journey and let’s build the future of finance together!