Head of CRM & Customer Value Management

Bondora is hiring a Head of CRM & Customer Value Management to maximise the commercial value of its existing customer base. The role owns customer economics, lifecycle and CRM strategy, value-based decisioning, and the team delivering customer journeys across activation, growth, and servicing.

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

Requirements:

• 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
• Braze
• 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