Strategic Head of Customer Relationship Management & Value Optimization – Driving Growth, Loyalty, and Profitability in FinTech
About brighthush
At brighthush, our mission is simple: to make finance easy, transparent, and accessible for everyone. Founded in 2008, we have empowered more than 700,000 customers across Europe to borrow and invest effortlessly through our trusted digital products. As a rapidly growing financial technology company, we are on the cusp of a new era—acquiring a banking license that will unlock a world of possibilities for our customers. This transition will allow us to expand our lending across more EU countries and broaden our product suite, delivering even greater value and innovation.
We are looking for a visionary leader to join our team and help shape the future of finance. If you are passionate about customer experience, data-driven decision making, and driving measurable business impact, we want to hear from you.
Role Overview
The Head of Customer Relationship Management & Customer Value Management will own the entire customer value lifecycle—from acquisition to retention—ensuring that every interaction maximizes profitability and long‑term loyalty. This is a strategic, hands‑on leadership role that blends deep financial acumen with advanced CRM expertise. You will collaborate closely with Finance, Credit Risk, Product, Data, Engineering, Legal, and Country teams to translate customer economics into scalable journeys, offers, and decision‑making frameworks.
Key Responsibilities
- Own the value of the existing customer base. Deliver quarterly targets for Active Customers, Active Balance per Customer, and returning originations, measured in customer value (loan net present value, LTV12) and volume.
- Own the customer value model with Finance and Credit Risk. Maintain the value formula—fees, net interest margin after funding cost, add‑on revenue, expected loss, early repayment, cost to serve, discounting—and make it the objective against which every journey, offer, and incentive is judged.
- Decide where value is created. Rank levers by value: timing of the next loan, top‑ups, add‑on attach, refinancing, early‑delinquency cure. Price every incentive on break‑even logic and eliminate initiatives that erode value.
- Own orchestration today and the decisioning layer tomorrow. Run Braze as the orchestration backbone, with journeys evaluated against a holdout. Act as business owner of the decisioning layer (potentially agentic) that brighthush intends to build in‑house with a dedicated data science and AI engineering team: set its objective in value, define constraints and offer library, and prioritize use cases.
- Prove incrementality in money. Every major programme runs against a control or holdout. Uplift is reported as incremental value, not as opens, clicks, or applications.
- Lead and develop the team. Oversee three CRM Managers (Growth, Funnel, Servicing; two positions to be hired) and a Data PM. Stay hands‑on, aligning with brighthush’s functional lead expectations.
- Drive cross‑functional partnerships. Collaborate with Finance, Credit Risk, Product, Analytics, Engineering, Legal, and country managers to push prioritisation toward data‑driven decisions.
What Makes You a Success in This Role?
- 8+ years in CRM, lifecycle, or customer value management, with at least 3 years in consumer lending, banking, cards, BNPL, or another credit or recurring‑revenue business, accountable for the value of a customer base.
- Customer economics expertise. Built or owned a customer value (LTV or NPV) model and used it as an optimisation target. Able to derive it from first principles, including funding cost, expected loss, early repayment, cost to serve, and discounting.
- Credit literacy. Experience with risk‑based pricing, affordability, and suppression. Demonstrated ability to hold back revenue for risk reasons.
- Incrementality mindset. Designed holdouts and controls, and reported results in monetary terms.
- Hands‑on with a modern CRM platform (Braze preferred). Built journeys and directed operators. Experience as business owner of a next‑best‑action or AI decisioning model, ideally built in‑house with data scientists, is a strong plus.
- 4+ years leading a team, including hiring and talent development.
Skills & Competencies
- Strategic thinking with a data‑driven mindset.
- Strong analytical skills and financial modelling proficiency.
- Expertise in CRM platforms (Braze, Salesforce Marketing Cloud, or similar).
- Experience with AI/ML decisioning frameworks and data science collaboration.
- Excellent stakeholder management and cross‑functional communication.
- Leadership style that balances vision with execution.
- Adaptability in a fast‑paced, evolving fintech environment.
Career Growth & Learning Opportunities
At brighthush, you will be part of a high‑impact team that shapes the future of finance. We invest heavily in professional development, offering:
- Access to industry conferences, workshops, and certifications.
- Internal mentorship programmes and leadership training.
- Opportunities to lead cross‑functional projects that influence company strategy.
- Clear career pathways from senior manager to executive leadership.
Work Environment & Culture
Our culture is built on transparency, collaboration, and a relentless focus on customer value. You’ll find:
- A flat organisational structure that encourages open dialogue.
- Remote‑first flexibility with optional on‑site hubs in Denmark, Finland, Netherlands, Spain, or Tallinn.
- A diverse, inclusive team that celebrates different perspectives.
- Regular hackathons, knowledge‑sharing sessions, and team‑building activities.
Compensation, Perks, and Benefits
We offer a competitive salary package that reflects your experience and the impact you will bring. In addition:
- 5 weeks of vacation plus public holidays.
- Private healthcare coverage and mental health support.
- Hobby grant to pursue personal interests.
- Equity options to share in brighthush’s growth.
- Flexible work arrangements and a supportive remote‑work infrastructure.
- Continuous learning budget and access to industry‑leading tools.
What You Can Expect at brighthush
- Be part of brighthush’s ambitious journey toward €1 bn in revenue—your work will have a real, measurable impact.
- Enjoy a competitive salary and amazing benefits: 5 weeks of vacation, private healthcare compensation, hobby grant, mental health support, share options, and much more!
- Work in an environment that encourages growth and innovation— with resources and budget for continuous learning.
The Next Steps
If you have the guts, ideas, and a vision for leading a high‑performance team, apply now!
Our hiring process
- Meet Anna, our Recruiter—your first chat to share your story and ambitions.
- Meet Mario, CMO.
- Complete a home task to showcase your skills.
- Complete our personality and logic assessments via Alva Labs.
- Meet Pärtel Tomberg, our CEO.
- In‑person meeting with Mario.
- Bar Raiser interview with Olga Kikas, our Chief of People.
- If the stars align — welcome to brighthush!
Join the brighthush Team
Become part of a forward‑thinking, customer‑centric culture that is redefining finance. If you’re ready to lead, innovate, and drive real business value, we want to hear from you.
Apply now and help us build the future of finance together.
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