CRM Manager

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 a CRM Manager , you build and run the customer journeys that guide Bondora’s customers through their whole lifecycle: from their first loan application and onboarding, to repeat loans and add-ons, to the moments when repayments get difficult. You’ll be one of three CRM Managers in Bondora’s CRM & Customer Value team, reporting to the Head of CRM & Customer Value. Our CRM runs on Braze, with unusually rich customer and loan data and value signals already flowing in. You’ll decide what to build by its value in loans and euros, prove what works against holdout groups, and treat every customer fairly: a loan is a financial decision, not a shopping cart. Your main responsibilities - Build and run customer journeys in Braze across the lifecycle: application and onboarding, repeat loans and add-ons, reactivation, and payment difficulty, with QA before every launch and zero customer-facing errors. - Design journeys around the customer’s situation: triggers, timing, cadence, channels and fallback, stop rules, and handovers to self-service, a human or another journey. - Prove what works: build a control or holdout into every journey and report results as business outcomes (signed loans, revenue, arrears), not opens or clicks. - Prioritise by value: size opportunities in loans and euros before building, and rank your work by value rather than volume. - Own compliance and risk suppression: classify messages correctly, respect consent, never send commercial messages to customers showing payment risk, and involve Legal and Risk before launch.

- Keep the data reliable: validate events and attributes, fix journeys that act on wrong or late data, and escalate upstream issues with evidence. - Move legacy communications into Braze and work through the team’s shared rules: one intake route for requests, and clean handovers with the other CRM Managers. What would ensure success in this role? - 5+ years of hands-on experience in CRM or lifecycle marketing. Experience in lending, fintech or recurring-revenue businesses is a plus. - Hands-on production experience in Braze or a comparable platform (Iterable, Customer. io, Salesforce Marketing Cloud): journeys, segmentation, event and API triggers, dynamic content and QA. You build it yourself, not through an agency. - Experience designing journeys for different lifecycle stages, built around the customer’s situation rather than a fixed sequence. - Experimentation literacy: you design tests with holdouts, read business outcomes rather than open rates, and can pull your own data (SQL or a product analytics tool). - Commercial judgment: you can estimate what an improvement is worth in loans and euros and decide what to build first. - Sound compliance judgment: transactional vs. promotional messages, consent, and responsible treatment of customers in a credit business. - A habit of checking data before trusting it, and of fixing problems at the root. - Working expertise in email, SMS and WhatsApp, with modular, localisable content for several markets. - A habit of using AI to speed up QA and analysis, with the judgment to know when not to trust it.