CRM Manager - Customer Journeys

About the role

Bondora, a financial technology company founded in 2008, is looking for a CRM Manager to build and run customer journeys that guide customers through their whole lifecycle: from first loan application and onboarding, to repeat loans and add-ons, to repayment difficulties. You will be one of three CRM Managers in the CRM & Customer Value team, reporting to the Head of CRM & Customer Value. The CRM runs on Braze, with rich customer and loan data and value signals already available.

Key responsibilities

• Build and run customer journeys in Braze across the lifecycle (application and onboarding, repeat loans and add-ons, reactivation, payment difficulty), with QA before every launch and zero customer-facing errors.
• Design journeys around the customer's situation: triggers, timing, cadence, channels, fallback, stop rules and handovers to self-service, a human or another journey.
• Prove what works by building a control or holdout into every journey and reporting results as business outcomes (signed loans, revenue, arrears).
• Prioritise by value in loans and euros, and rank work by value rather than volume.
• Own compliance and risk suppression: classify messages correctly, respect consent, avoid commercial messages to customers showing payment risk, and involve Legal and Risk before launch.
• Keep data reliable: validate events and attributes, fix journeys acting on wrong or late data, and escalate upstream issues with evidence.
• Migrate legacy communications into Braze and follow the team's shared rules, including one intake route and clean handovers with the other CRM Managers.

Required profile

• 5+ years of hands-on experience in CRM or lifecycle marketing; experience in lending, fintech or recurring-revenue businesses is a plus.
• Hands-on production experience building journeys, segmentation, event and API triggers, dynamic content and QA on Braze or a comparable platform (Iterable, Customer.io, Salesforce Marketing Cloud), not through an agency.
• Ability to estimate the value of improvements in loans and euros and to judge what to build first.
• Sound judgment on compliance: transactional versus promotional messages, consent and responsible treatment of customers in a credit business.
• Working expertise in email, SMS and WhatsApp, with modular, localisable content for several markets.
• Habit of checking data before trusting it, fixing problems at the root, and using AI to speed up QA and analysis while knowing when not to trust it.

Required skills

• Braze or a comparable platform (Iterable, Customer.io, Salesforce Marketing Cloud)
• SQL or a product analytics tool for pulling your own data
• Experimentation with holdouts and reading business outcomes

What we offer

• Competitive salary and a benefits package including 5 weeks of vacation, private healthcare compensation, hobby grant, mental healthcare support and share options.
• An environment encouraging personal and professional growth, with opportunities and budget to expand your skills.

The hiring process includes a recruiter meeting, a meeting with the CMO, a home task, personality and logic assessments, a meeting with the CEO and a bar raiser interview.