Head of CRM & Customer Value
在 Bondora,我们的使命很简单：让金融变得容易，透明和可访问。我们成立于2008年，通过我们所信赖的数字产品帮助了欧洲超过700,000名客户轻松借贷和投资。作为一个快速发展的金融技术公司，我们正在以大胆的愿景达到新的高度。我们准备获得银行许可证，为客户开放了一个世界可能的机会。这种转型将使我们能够扩展我们的贷款到更多欧盟国家，并拓宽我们的产品组合，从而提供更大的价值。加入我们在这一行程中，一起建设财务未来！这个角色是什么？作为 Bondora CRM 和客户价值负责人，你将掌握我们如何最大化现有客户群的价值 - 不仅是我们与他们沟通的方式。你将结合客户经济学，生命周期策略和 CRM 来决定哪些客户参与，何时联系他们，什么提供以及如何确保这些决策创造真正的商业价值。你将密切地与财务，信用风险，产品，数据，工程，法律和国家团队合作了解推动客户利能力并将其转变为可扩展的旅程，报价和决策。这是一个战略性，实践领导作用。你将拥有客户价值模型，在激活，增长和服务方面领导 CRM,并帮助 Bondora 塑造下一代个性化的决策，包括我们正在建立的内部能力。你的影响将以增加客户价格，利率，重复借贷和投资组合健康衡量，而不是仅仅是竞选绩效。你的主要责任是拥有现有客户群的价值。为积极客户提供季度目标，每顾客的积极平衡和回报来源，测量于客户价钱 （贷款净现值，LTV12）和体积。·拥有客户的价值模式与财务和信用风险。保持价值公式：费用，资金成本后净利率幅，额外收入，预期损失，提前偿还，服务成本，折扣。将其作为每次旅行，报价和激励的目标。·决定价值在哪里创造。按价值排列杆：下一次贷款时间，补充，添加附属性，再融资，早期违规治愈。根据破解逻辑定价每个激励，并停止破坏价值的事情。· 今天进行自己的编排，明天做出决策层。
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At Bondora, our mission is simple: to make finance easy, transparent, and accessible for everyone.
Founded in 2008, we’ve helped more than 700,000 customers across Europe borrow and invest effortlessly through our trusted digital products.
As a rapidly growing financial technology company, we’re reaching new heights with a bold vision. We’re set to acquire a banking license, unlocking a world of possibilities for our customers. This transition will allow us to expand our lending across more EU countries and broaden our product suite to deliver even more value.
Join us on this journey and let’s build the future of finance together!
What is this role about? 🚀
As the Head of CRM & Customer Value at Bondora, you'll own how we maximise the value of our existing customer base - not just how we communicate with them.
You'll combine customer economics, lifecycle strategy, and CRM to decide which customers to engage, when to contact them, what to offer, and how to make sure those decisions create real commercial value. You'll work closely with Finance, Credit Risk, Product, Data, Engineering, Legal, and Country teams to understand what drives customer profitability and turn that into scalable journeys, offers, and decisioning.
This is a strategic, hands-on leadership role. You'll own the customer value model, lead CRM across activation, growth, and servicing, and help shape the next generation of personalised decisioning at Bondora, including the in-house capabilities we're building on top of Braze.
Your impact will be measured in incremental customer value, profitability, repeat borrowing, and portfolio health — not just campaign performance.
Your main 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.
What would ensure success in this role?💪
- 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. 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.
- 4+ years leading a team, including hiring.
What can you expect at Bondora?
- 🎯 Be part of Bondora’s ambitious journey toward 1BN in revenue - your work will have a real impact.
- 💰 Enjoy a competitive salary and amazing benefits: 5 weeks of vacation, private healthcare compensation, hobby grant, mental health support, share options, and much more!
- 📈 Work in an environment that encourages growth and innovation - with resources and budget for continuous learning.
The next steps
If you have the guts, ideas, and a team vision, apply now!
Our hiring process:
1️⃣ Meet Anna, our Recruiter — your first chat to share your story and ambitions.
2️⃣ Meet Mario, CMO.
3️⃣ Tackle a home task to showcase your skills.
4️⃣ Complete our personality and logic assessments via Alva Labs.
5️⃣ Meet Pärtel Tomberg, our CEO.
6️⃣ In-Person meeting with Mario.
7️⃣ Bar Raiser interview with Olga Kikas, our Chief of People.
8️⃣ 🎉 If the stars align — welcome to Bondora!
Meet Pärtel Tomberg, our CEO.
Join our team of Bondorians, and let's make it happen!
If you'd like to read how Bondora collects, uses, and protects your personal data during recruitment, please see HERE.
Originally posted on Himalayas