Full-Time Head of Engagement & Retention

At Bondora, our mission is clear: to empower people to enjoy life more while alleviating the stress of managing finances.

As Head of Engagement and Retention at Bondora, reporting directly to the CMO, you will be fully accountable for managing our CRM and driving business growth from our existing customer base.

Your primary goal is to maximize the volume of returning customer applications, optimize the usage of customer credit lines, and increase customer lifetime value (LTV), all while improving the payback period of our acquisition investments.

You will lead the strategy and execution of all lifecycle, CRM and re-engagement initiatives, ensuring that Bondora remains the first choice for customers whenever they need additional credit.

By leveraging diverse communication channels—including email, SMS, WhatsApp, push notifications, and performance marketing—you will deliver highly personalized, data-driven campaigns that nurture customer relationships and drive repeat business.

Your work will directly impact key company growth metrics by maximizing the value of our existing borrower base and turning retention into a sustainable revenue engine.

1. Own the growth of returning applications: Deliver against ambitious targets for returning customer loan applications, ensuring continuous engagement of existing borrowers through effective lifecycle strategies.
2. Increase customer value and payback: Design and implement initiatives to maximize credit line utilization, encourage repeat borrowing, and accelerate acquisition payback through upsell and cross-sell tactics.
3. Lead lifecycle and CRM marketing strategy: Build automated, multi-channel campaigns tailored to borrower behaviors, covering onboarding, reactivation, loan renewal, and ongoing engagement.
4. Manage and empower a high-performing team: Lead a team of direct marketers, performance marketers, and product managers to execute retention-focused strategies with clear ownership and accountability.
5. Analyze performance and optimize for growth: Track and report on key metrics such as returning applications, ROAS on retention activities, LTV, and campaign performance. Use insights to continuously improve and scale what works.
6. Cross-functional collaboration: Partner closely with acquisition, product, analytics, and customer support teams to create a seamless experience that reinforces loyalty and repeat borrowing.
7. Stay ahead of industry trends: Monitor market developments in lifecycle marketing, retention, and P2P lending to implement innovative strategies that keep Bondora at the forefront of customer engagement.

What would ensure success in this role?

• 10+ years of hands-on experience in lifecycle, CRM and retention marketing, with a proven track record of driving returning customer activity, loyalty, and lifetime value—ideally in financial services, banking, fintech, or recurring revenue models.
• At least 5 years of experience leading and managing a team.
• Deep expertise in direct marketing channels (email, SMS, WhatsApp), including segmentation, automation, and performance optimization.
• Understanding of performance marketing fundamentals (paid search, display retargeting) and experience collaborating with acquisition teams on cross-channel retention strategies.
• Master’s degree in Economics, Data Science, Statistics, Marketing, or a related field.
• Highly hands-on, organized, and structured, with strong project management skills and the ability to execute while leading.
• Proactive and results-driven, with ownership of outcomes and a clear focus on business impact.
• Leadership capabilities with experience or readiness to manage a small, cross-functional team.
• Excellent analytical skills to translate data into actionable insights.
• Strong communicator, able to align stakeholders and advocate for lifecycle marketing across the business.
• Customer-first mindset, with a passion for improving the borrower journey through meaningful, relevant engagement.

What is the last date for applying to the job?

Which countries are accepted for this remote job?