Head of CRM, Customer Value Management

• Own the value of Bondora’s existing customer base
• Deliver quarterly targets for Active Customers, Active Balance per Customer and returning originations
• Measure customer value using loan net present value, LTV12 and volume
• Own the customer value model with Finance and Credit Risk
• Maintain the value formula covering fees, net interest margin after funding cost, add-on revenue, expected loss, early repayment, cost to serve and discounting
• Rank value-creation levers including next-loan timing, top-ups, add-on attach, refinancing and early-delinquency cure
• Price incentives using break-even logic and stop value-destroying initiatives
• Run Braze as the CRM orchestration backbone
• Act as business owner of the future decisioning layer, defining its value objective, constraints, offer library and initial use cases
• Own the data-to-outcome loop: data, decision, orchestration, delivery, outcome and data
• Run major programmes against controls or holdouts and report uplift as incremental value
• Lead and develop three CRM Managers and work with a Data PM
• Drive cross-functional partnerships with Finance, Credit Risk, Product, Analytics, Engineering, Legal and country managers
• Participate in the hiring process and complete a home task and personality and logic assessments

• 8+ years in CRM, lifecycle or customer value management
• At least 3 years in consumer lending, banking, cards, BNPL or another credit or recurring-revenue business
• Accountability for the value of a customer base
• Experience building or owning a customer value (LTV or NPV) model and using it as an optimisation target
• Ability to derive customer value from first principles, including funding cost, expected loss, early repayment, cost to serve and discounting
• Credit literacy, including risk-based pricing, affordability and suppression
• Experience holding back revenue for risk reasons
• Ability to design holdouts and controls and report results in money
• Hands-on experience with a modern CRM platform; Braze preferred
• Ability to build CRM journeys and direct operators
• Experience as business owner of a next-best-action or AI decisioning model is a strong plus
• 4+ years leading a team, including hiring

• 5 weeks of vacation
• Private healthcare compensation
• Hobby grant
• Mental health support
• Share options
• Resources and budget for continuous learning
• Competitive salary
• Opportunity to have a real impact as Bondora works toward 1BN in revenue