Strategic Head of Customer Relationship Management & Value Optimization – Leading Customer Lifecycle, Economics, and Data‑Driven Growth Initiatives at brighthush

About brighthush

brighthush is not just another fintech; it is a bold, forward‑thinking financial technology company that is redefining how people access credit and manage their finances. Since its founding in 2008, brighthush has empowered more than 700,000 customers across Europe to borrow and invest with confidence, thanks to a suite of digital products that are simple, transparent, and accessible. With a bold vision to become a fully licensed bank, brighthush is poised to expand its lending footprint across the EU, broaden its product range, and deliver even greater value to its customers. Join us as we build the future of finance together.

Role Overview

As the Strategic Head of Customer Relationship Management & Value Optimization, you will be the catalyst that transforms our customer base into a thriving, profitable ecosystem. This is not a traditional marketing role; it is a strategic, hands‑on leadership position that blends customer economics, lifecycle strategy, and data‑driven decisioning to unlock real commercial value. You will partner with Finance, Credit Risk, Product, Data, Engineering, Legal, and Country teams to understand what drives profitability and translate those insights into scalable journeys, offers, and decisioning frameworks.

What You’ll Do

• Own Customer Value – Set and deliver quarterly targets for Active Customers, Active Balance per Customer, and Returning Originations, measured in customer value (loan net present value, LTV12) and volume.
• Shape the Value Model – Collaborate with Finance and Credit Risk to maintain a robust value formula that incorporates fees, net interest margin after funding cost, add‑on revenue, expected loss, early repayment, cost to serve, and discounting. Make this the yardstick against which every journey, offer, and incentive is judged.
• Prioritize Value Levers – Rank opportunities 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.
• Lead Orchestration & Decisioning – Run our proprietary CRM platform, brighthush, as the orchestration backbone. Own the upcoming decisioning layer that will be built in‑house with a dedicated data science and AI engineering team. Define its objectives, constraints, and offer library, and decide which use cases to launch first. Own the end‑to‑end loop: data → decision → orchestration → delivery → outcome → data.
• Prove Incrementality – Design holdouts and controls for every major program. Report uplift as incremental value, not just opens, clicks, or applications.
• Build & Lead the Team – Lead a high‑performing CRM team of three managers (Growth, Funnel, Servicing) and a Data Product Manager. Hire and mentor talent, ensuring the team remains hands‑on and aligned with brighthush’s functional lead expectations.
• Drive Cross‑Functional Partnerships – Work closely with Finance, Credit Risk, Product, Analytics, Engineering, Legal, and Country managers to push prioritisation toward value‑driven decisions.

Essential Qualifications

• 8+ Years of Experience – Proven track record in CRM, lifecycle, or customer value management, with at least 3 years in consumer lending, banking, cards, BNPL, or a recurring‑revenue credit business. You have been 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 the model from first principles, including funding cost, expected loss, early repayment, cost to serve, and discounting.
• Credit Literacy – Deep understanding of risk‑based pricing, affordability, suppression, and real‑world examples of holding back revenue for risk reasons.
• Incrementality Mastery – Designed holdouts and controls, and reported results in monetary terms.
• Hands‑On CRM Platform Experience – Built journeys on a modern CRM platform (brighthush preferred). Experience as a business owner of a next‑best‑action or AI decisioning model, ideally one built in‑house with data scientists, is a strong plus.
• Leadership Experience – 4+ years leading a team, including hiring, coaching, and driving results.

Preferred Qualifications

• Experience scaling CRM operations in a high‑growth fintech environment.
• Familiarity with regulatory frameworks around credit and data privacy.
• Strong analytical mindset with proficiency in SQL, Python, or R for data manipulation.
• Track record of collaborating with cross‑functional teams to launch new products or features.

Skills & Competencies

• Strategic Vision – Ability to translate complex data into actionable strategies that drive profitability.
• Analytical Rigor – Proficiency in building and validating financial models, interpreting large datasets, and deriving insights.
• Execution Excellence – Proven ability to manage multiple projects simultaneously, meet deadlines, and deliver high‑quality outcomes.
• Communication & Influence – Excellent written and verbal communication skills; able to influence stakeholders across all levels.
• Team Leadership – Talent for hiring, coaching, and motivating a diverse team to achieve ambitious goals.
• Customer‑Centric Mindset – Deep empathy for customers and a passion for creating value‑driven experiences.

Career Growth & Learning

At brighthush, your career trajectory is as dynamic as our business. As the Head of CRM & Customer Value, you will:

• Lead a cross‑functional initiative that directly impacts the company’s top‑line growth.
• Own a portfolio of high‑impact projects that shape the future of customer engagement.
• Collaborate with senior leaders, including the CEO, CMO, and CFO, to influence strategic direction.
• Receive dedicated budget for continuous learning, certifications, and attendance at industry conferences.
• Be part of a culture that rewards experimentation, data‑driven decisioning, and rapid iteration.

Company Culture & Work Environment

brighthush is built on a foundation of transparency, agility, and innovation. We foster an environment where:

• Ideas are welcomed and tested quickly.
• Data drives every decision, and experimentation is encouraged.
• Employees are empowered to take ownership and make an impact.
• Diversity and inclusion are not buzzwords but core values.
• Work‑life balance is respected, with flexible working arrangements.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to incremental customer value and company growth.
• Equity options that allow you to share in the company’s success.
• Generous paid time off: 5 weeks of vacation plus public holidays.
• Private healthcare coverage and mental health support.
• Hobby grant to pursue personal interests.
• Access to cutting‑edge tools, technology, and a collaborative workspace.

How to Apply

If you are ready to lead a high‑impact function, drive measurable value, and shape the future of finance, we want to hear from you. Submit your application through our careers portal and join the brighthush team.

We look forward to welcoming a visionary leader who will help us unlock the full potential of our customer base and accelerate brighthush’s journey toward becoming a leading financial institution.