Head of Engagement & Retention

What is this role about?

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.

Your main responsibilities will be:

• 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.
• 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.
• Lead lifecycle and CRM marketing strategy: Build automated, multi-channel campaigns tailored to borrower behaviors, covering onboarding, reactivation, loan renewal, and ongoing engagement.
• 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.
• 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.
• Cross-functional collaboration: Partner closely with acquisition, product, analytics, and customer support teams to create a seamless experience that reinforces loyalty and repeat borrowing.
• 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 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: 

• Assessments: Complete our personality and logic assessments to showcase your strengths.
• Meet Betti, our Recruiter: Your first interview with her will give you the chance to share your experiences and aspirations.
• Put your skills to the test: Tackle a home task related to the role.
• Engage with Mario, our Chief Marketing Officer: Discuss your home task with them, showcasing your expertise.
• Meet with Ivo, our Country Manager for Estonia.
• Meet with the team in our headquarters in Tallinn.
• Meeting with our CEO Pärtel Tomberg.
• The celebration begins: If the stars align, receive an offer to join the Bondora team!