Bondora

Role Description As Head of Engagement & Retention at Bondora, reporting directly to the CMO, you will own how we activate, convert, and grow value from our 1.4M+ existing customer base across 7+ markets. Your primary mandate is to grow Active Customers and Active Balance per Customer, the two outcomes that drive our portfolio expansion from ~€0.69B today to a targeted ~€2.6B by 2029. Your main responsibilities will be: - Own Active Customers and Active Balance per Customer: - Deliver against ambitious targets for both metrics, using lifecycle, reactivation, repeat-loan, refinancing, and add-on initiatives as the levers under your direct control. - Orchestrate Bondora's customer-level engagement system: - Operate and continuously refine the decision-driven engagement loop (data → decision → orchestration → delivery → outcome → data) across owned digital surfaces, direct messaging channels, paid media audience syncs, and support surfaces. - Operate and harden Braze as the orchestration backbone: - Take the platform from late implementation into a production-grade, segmentation-driven operating system; own flows, governance, and execution standards. - Drive the decision engine forward: - Partner with Product, Engineering, and Analytics on the build-vs-buy decision, the data foundation, and the operationalization of next-best-action logic into Braze and beyond. - Build and govern the content library: - Ensure assets are modular, personalizable, and localizable through configuration rather than duplication, so that orchestration can scale without proportional production cost. - Lead and develop the team: - Manage a team of three with clear ownership and accountability, while remaining hands-on yourself. - Drive cross-functional partnership: - Work closely with acquisition, product, analytics, engineering, legal, risk, and country managers. Drive prioritization conversations toward decisions. - Analyze, learn, iterate: - Track and report on Active Customers, Active Balance per Customer, returning applications, ROAS on retention activities, channel conversion, fatigue, and campaign performance. Feed insights back into model retraining, rules tuning, and channel optimization. Qualifications - Master’s degree in Economics, Data Science, Statistics, Marketing, or a related field. - 10+ years of hands-on experience in lifecycle, CRM, and retention marketing, with a proven track record of driving returning customer strategy, 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. - 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. - Excellent analytical skills to translate data into actionable insights. Benefits - Competitive salary and a generous benefits package (5 weeks of vacation, private healthcare compensation, hobby grant, mental healthcare support, share options and much more!). - Environment that encourages personal and professional growth with endless opportunities (and budget) to expand your skills and skyrocket your career. Next Steps If you have the guts, ideas, and a team vision, apply now! Our hiring process: - Meet Mario, our Chief Marketing Officer, and the Hiring Manager: Your first interview with Mario will give you the chance to share your experiences and aspirations. - Meet Kerli, our Recruiter: discuss your experience in more detail. - Assessments: Tackle a home task and complete our personality and logic assessments to showcase your strengths. - Engage with the main stakeholders. - The celebration begins: If the stars align, receive an offer to join the Bondora team! Join our team of Bondorians, and let's make it happen!

• Own and continuously optimise Bondora’s multi-market collections and recovery function. • Lead the transformation of Collections & Recovery from a locally optimised setup into a centrally governed, strategy-driven operating model. • Ensure treatment strategies, processes, and performance management are standardised and effective across all markets. • Act at the intersection of Operations, Credit Risk, Loan Servicing, Finance, and Product, driving portfolio performance and recovery outcomes.

• Guide the technical direction of Bondora’s ML engineering stack by selecting, evaluating, and implementing technologies, tools, and processes that improve scalability and reliability. • Lead complex, high risk, or cross departmental projects that directly influence Data Science delivery, risk model performance, and production stability. • Act as the bridge between Data Science, Data Engineering, and Development to identify and solve systemic technical challenges. • Design and build advanced, production grade ML infrastructure and set the engineering standard for the team. • Ensure all ML solutions are secure, observable, resilient, and scalable, following governance, compliance, and operational best practices. • Mentor ML Engineers through code reviews, design sessions, and hands on technical leadership. • Identify weaknesses or inefficiencies in model or data infrastructure and drive company wide improvements. • Represent the ML Engineering team in technical discussions and communicate architectural decisions clearly to stakeholders.