Head of CRM & Customer Value

About the role

Bondora, a financial technology company founded in 2008 that helps customers across Europe borrow and invest, is looking for a Head of CRM & Customer Value. The role owns how the company maximises the value of its existing customer base, combining customer economics, lifecycle strategy and CRM to decide who to engage, when to contact them and what to offer. It is a strategic, hands-on leadership position measuring impact in incremental customer value, profitability, repeat borrowing and portfolio health.

Key responsibilities

• Own the value of the existing customer base and deliver quarterly targets for active customers, active balance per customer and returning originations, measured in customer value (loan net present value, LTV12) and volume.
• Own the customer value model with Finance and Credit Risk, maintaining the formula (fees, net interest margin after funding cost, add-on revenue, expected loss, early repayment, cost to serve, discounting) as the objective for every journey, offer and incentive.
• Decide where value is created, rank levers such as timing of the next loan, top-ups, add-ons, refinancing and early-delinquency cure, and price incentives on break-even logic.
• Run Braze as the orchestration backbone, with journeys judged on value against a holdout, and act as business owner of the in-house decisioning layer being built with a dedicated data science and AI engineering team.
• Prove incrementality in money: every major programme runs against a control or holdout, with uplift reported as incremental value.
• Lead and develop three CRM Managers (Growth, Funnel, Servicing) and a Data PM, stay hands-on and drive cross-functional partnerships with Finance, Credit Risk, Product, Analytics, Engineering, Legal and country managers.

Required profile

• 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.
• Has built or owned a customer value (LTV or NPV) model and used it as an optimisation target, able to derive it from first principles including funding cost, expected loss, early repayment, cost to serve and discounting.
• Credit literacy: risk-based pricing, affordability, suppression, with a real example of holding back revenue for risk reasons.
• Incrementality: designs holdouts and controls and reports results in money.
• 4+ years leading a team, including hiring.

Required skills

• Hands-on experience with a modern CRM platform (Braze preferred), able to build journeys 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.

What we offer

• Competitive salary and benefits including 5 weeks of vacation, private healthcare compensation, hobby grant, mental health support and share options.
• An environment that encourages growth and innovation, with resources and budget for continuous learning.

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