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Head of CRM & Customer Value

Bondora
Contract type
Ongoing
Work mode
Remote
Experience
Senior · 8+ years

Job description

Head of CRM & Customer Value at Bondora, owning the value of the existing customer base through customer economics, lifecycle strategy, and CRM. A strategic, hands-on leadership role responsible for the customer value model, CRM orchestration, and an in-house decisioning layer.

At a glance

Work mode
Remote

What you'll do

  • 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
  • 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
  • Drive cross-functional partnerships with Finance, Credit Risk, Product, Analytics, Engineering, Legal and country managers, pushing prioritisation toward decisions

What we're looking for

  • 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
  • 4+ years leading a team, including hiring

Nice to have

  • Experience as business owner of a next-best-action or AI decisioning model, ideally one built in-house with data scientists

Your team

CRM

Three CRM Managers (Growth, Funnel, Servicing; two still to be hired), working with a Data PM

Benefits

  • Competitive salary
  • 5 weeks of vacation
  • Private healthcare compensation
  • Hobby grant
  • Mental health support
  • Share options
  • Resources and budget for continuous learning

How to get hired

  1. 1Meet Anna, our Recruiter — your first chat to share your story and ambitions
  2. 2Meet Mario, CMO
  3. 3Tackle a home task to showcase your skills
  4. 4Complete our personality and logic assessments via Alva Labs
  5. 5Meet Pärtel Tomberg, our CEO
  6. 6In-Person meeting with Mario
  7. 7Bar Raiser interview with Olga Kikas, our Chief of People

Apply

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About Bondora

Make finance easy, transparent, and accessible for everyone

Founded in 2008, Bondora has helped more than 700,000 customers across Europe borrow and invest effortlessly through its trusted digital products. A rapidly growing financial technology company set to acquire a banking license, expanding lending across more EU countries and broadening its product suite.

Mission

To make finance easy, transparent, and accessible for everyone

Key facts

  • 2008
  • Financial technology
  • Founded in 2008
  • Helped more than 700,000 customers across Europe borrow and invest
  • Set to acquire a banking license
  • Aiming toward 1BN in revenue