Head of CRM & Customer Value Management (Fintech)

Location: Remote in Denmark, Finland, the Netherlands, Spain, or Estonia; Tallinn is listed as a location.

Company

hirify.global is a European fintech company founded in 2008 that provides digital lending and investment products and serves more than 700,000 customers.

What you will do

• Own the value of the existing customer base and deliver targets for active customers, active balance per customer, and returning originations.
• Build and maintain the customer value model with Finance and Credit Risk, including fees, net interest margin after funding cost, add-on revenue, expected loss, early repayment, cost to serve, and discounting.
• Prioritise value levers such as next-loan timing, top-ups, add-on attach, refinancing, and early-delinquency cure; price incentives using break-even logic.
• Own Braze-based CRM orchestration and the future decisioning layer, defining objectives, constraints, offer libraries, and initial use cases for in-house AI and data science capabilities.
• Measure major programmes through controls or holdouts and report incremental customer value rather than opens, clicks, or applications.
• Lead and develop three CRM Managers and collaborate with Finance, Credit Risk, Product, Analytics, Engineering, Legal, Data, and country teams.

Requirements

• 8+ years of experience in CRM, lifecycle, or customer value management, including at least 3 years in consumer lending, banking, cards, BNPL, or another credit or recurring-revenue business.
• Experience being accountable for the value of a customer base.
• Experience building or owning an LTV or NPV customer value model and using it as an optimisation target, including funding cost, expected loss, early repayment, cost to serve, and discounting.
• Credit literacy covering risk-based pricing, affordability, and suppression, including a real example of withholding revenue for risk reasons.
• Experience designing holdouts and controls and reporting results in monetary terms.
• Hands-on experience with a modern CRM platform and the ability to build customer journeys and direct operators.
• 4+ years of team leadership experience, including hiring.

Nice to have

• Experience with Braze.
• Experience as the business owner of a next-best-action or AI decisioning model, ideally one built in-house with data scientists.

Culture & Benefits

• Ambitious fintech environment focused on expanding lending across more EU countries and developing the product suite.
• Five weeks of vacation and private healthcare compensation.
• Hobby grant, mental health support, share options, and other benefits.
• Resources and budget for continuous learning.

Hiring process

• Recruiter conversation followed by meetings with the CMO and CEO.
• Home task, personality assessment, and logic assessment via Alva Labs.
• In-person meeting with the CMO and a Bar Raiser interview with the Chief of People.