Head of CRM & Customer Value

Job 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. This transition will allow us to expand our lending across more EU countries and broaden our product suite to deliver even more value. Join us on this journey and let’s build the future of finance together! ### **What is this role about? 🚀** 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. ### **Your main 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. Make it the objective that every journey, offer and incentive is judged against. - **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 (possibly agentic) that Bondora intends to build in-house with a dedicated data science and AI engineering team: set its objective in value, define its constraints and offer library, and decide which use cases it takes on first. Own the loop: data → decision → orchestration → delivery → outcome → data. - **Prove incrementality in money.** Every major programme runs against a control or holdout. Uplift is reported as incremental value, not as opens, clicks or applications. - **Lead and develop the team.** Three CRM Managers (Growth, Funnel, Servicing; two still to be hired), working with a Data PM. Stay hands-on, in line with Bondora’s Functional Lead expectations. - **Drive cross-functional partnerships** with Finance, Credit Risk, Product, Analytics, Engineering, Legal and country managers, pushing prioritisation toward decisions. ## What would ensure success in this role?💪 - **8+ years in CRM, lifecycle or customer value management,** of which at least 3 in consumer lending, banking, cards, BNPL or another credit or recurring-revenue business, accountable for the value of a customer base. - **Customer economics:** has built or owned a customer value (LTV or NPV) model and used it as an optimisation target. Can derive it from first principles, including funding cost, expected loss, early repayment, cost to serve and discounting. - **Credit literacy:** risk-based pricing, affordability, suppression. Has a real example of holding back revenue for risk reasons. - **Incrementality:** designs holdouts and controls, and reports results in money. - **Hands-on with a modern CRM platform (Braze preferred).** Can build journeys themselves and direct operators. Experience as business owner of a next-best-action or AI decisioning model, ideally one built in-house with data scientists, is a strong plus. - **4+ years leading a team**, including hiring. ## What can you expect at Bondora? - 🎯 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. ## **The next steps** If you have the guts, ideas, and a team vision, apply now! **Our hiring process:** 1️⃣ Meet **Anna**, our Recruiter — your first chat to share your story and ambitions. 2️⃣ Meet **Mario**, CMO. 3️⃣ Tackle a **home task** to showcase your skills. 4️⃣ Complete our **personality and logic assessments** via Alva Labs. 5️⃣ Meet **Pärtel Tomberg**, our CEO. 6️⃣ In-Person meeting with Mario. 7️⃣ Bar Raiser interview with **Olga Kikas**, our Chief of People. 8️⃣ 🎉 If the stars align — welcome to Bondora! Meet **Pärtel Tomberg**, our CEO. Join our team of Bondorians, and let's make it happen! If you'd like to read how Bondora collects, uses, and protects your personal data during recruitment, please see [HERE.](https://drive.google.com/file/d/1IFXtB3BFMhcYLdIR-GQFxHud-arEGVTy/view?usp=sharing)