Head of Lifecycle & Retention

What is this role about?

As the Head of Lifecycle and Retention reporting to our CMO, you will be a key player in our growth story. You will lead a team responsible for crafting and executing strategies that keep our clients engaged and active on the platform.  Your efforts will focus on nurturing relationships with existing borrowers, driving repeat business, and positioning Bondora as the top-of-mind choice when customers need a loan. By understanding borrower behavior and crafting personalized communications, you will guide them through their loan journey and encourage them to return to us for future financial needs.

Your main responsibilities will be:

• Develop and execute lifecycle marketing strategies: Design and implement automated campaigns tailored to different borrower segments, focusing on onboarding, engagement, loan completion, and reactivation.
• Drive customer retention initiatives: Identify opportunities to improve the borrower experience and encourage repeat business. Develop strategies to proactively address potential pain points and increase satisfaction throughout the loan lifecycle.
• Manage a high-performing team: Lead, mentor, and inspire a team of lifecycle and retention specialists.
• Analyze and report on key metrics: Track and analyze borrower behavior, campaign performance, and retention KPIs. Use data to inform decision-making and optimize strategies.
• Collaborate across departments: Work closely with marketing, product, and customer support to ensure a cohesive and seamless borrower experience.
• Stay up-to-date on industry trends: Keep abreast of the latest developments in P2P lending, lifecycle marketing, and retention best practices.

What would ensure success in this role?

• Proven track record of at least 6 years in lifecycle marketing and retention: Demonstrated success in designing and executing effective automated strategies that drive engagement, loyalty, and customer lifetime value, preferably in the consumer credit business.
• Experience in performance marketing, retargeting and retention strategies not only across owned but also on third party channels.
• Strong leadership and management skills: Ability to lead and inspire a team, foster collaboration, and drive results.
• Excellent analytical and problem-solving skills: Data-driven approach to decision-making and a knack for identifying and resolving issues.
• Exceptional communication and interpersonal skills: Ability to build strong relationships, influence stakeholders, and present complex ideas clearly and concisely.
• Deep understanding of the P2P lending industry: Knowledge of the unique challenges and opportunities in the P2P lending space.
• Passion for customer experience: A genuine desire to understand and meet the needs of borrowers.

What can you expect at Bondora? 

• 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

Apply now and together, we will redefine the fintech industry and create something truly remarkable. 

Our hiring process: 

• Meet Kerli, our Talent Acquisition Partner: Your first interview with Kerli will give you the chance to hear more about Bondora and the role and introduce your experience in the field.
• Complete our personality and logic assessments to showcase your strengths.
• Meet our Team Leads at Marketing and People team: Discuss your experience and skills in more detail. 
• Complete a home assignment.
• Meet Pärtel, our CEO: Get to know each other.
• The celebration begins: If the stars align, receive an offer to join the Bondora team!