CRM Manager
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Job Description
CRM Manager building Braze lifecycle journeys for Bondora’s digital lending and investment products. Optimizing customer value, compliance, experimentation and repayment communications across Europe.
Responsibilities:
- Build and run customer journeys in Braze across application and onboarding, repeat loans and add-ons, reactivation, and payment difficulty
- Perform QA before every launch and prevent customer-facing errors
- Design journeys using triggers, timing, cadence, channels, fallbacks, stop rules and handovers
- Build control or holdout groups and report results using signed loans, revenue and arrears
- Size opportunities in loans and euros and prioritise work by value
- Own compliance and risk suppression, including consent and Legal/Risk review
- Validate events and attributes, fix journeys affected by incorrect or delayed data, and escalate upstream issues
- Move legacy communications into Braze
- Follow shared intake and handover rules with other CRM Managers
- Report to the Head of CRM & Customer Value
Requirements:
- 5+ years of hands-on experience in CRM or lifecycle marketing
- Hands-on production experience in Braze or a comparable platform (Iterable, Customer.io, Salesforce Marketing Cloud)
- Experience with journeys, segmentation, event and API triggers, dynamic content and QA
- Experience designing journeys for different lifecycle stages
- Experimentation literacy, including holdouts and business-outcome analysis
- Ability to pull own data using SQL or a product analytics tool
- Commercial judgment to estimate improvement value in loans and euros
- Sound compliance judgment regarding transactional vs. promotional messages, consent and responsible treatment of credit customers
- Data validation and root-cause problem solving
- Working expertise in email, SMS and WhatsApp
- Experience creating modular, localisable content for several markets
- Ability to use AI for QA and analysis with sound judgment
- High ownership and bias to action
- Ability to drive decisions with Product, Engineering, Legal and Risk
- Experience in lending, fintech or recurring-revenue businesses is a plus
Benefits:
- Competitive salary
- 5 weeks of vacation
- Private healthcare compensation
- Hobby grant
- Mental healthcare support
- Share options
- Generous benefits package
- Budget and opportunities for personal and professional growth
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