CRM Manager

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.
• High ownership and a bias to action: you’d rather ship something good this week than something perfect next quarter, and you drive conversations with Product, Engineering, Legal and Risk toward decisions.

What can you expect at Bondora? 

• Contribute to Bondora’s ambitious goal of reaching 1BN in revenue. Your skills and efforts will directly impact our growth trajectory and shape the future of our company.
• Our employees deserve the best. We recognize our people with a competitive salary and a generous benefits package (5 weeks of vacation, private healthcare compensation, hobby grant, mental healthcare support, share options and much more!)
• We provide an environment that encourages your personal and professional growth. As we constantly evolve and innovate, you’ll have endless opportunities (and budget) to expand your skills and skyrocket your career.

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 Bar Raiser interview with Olga Kikas, our Chief of People.
7️⃣ 🎉 If the stars align — welcome to Bondora!