Head of Customer Retention

Sambla Group is a fintech company with a clear goal – to make loans better for all. We need you, your ambition and your skills on our journey. We have become the fast-growing fintech company that we are today - bridging the gap between borrowers and lenders - thanks to all the 350+ amazing people who work here.

Our success is the result of the commitment to deliver the best customer journey and consumer finance products in the industry. Our vision is to democratize lending and empower customers to improve their personal finances. Through our well known brands such as Sambla, Advisa, Rahalaitos, Omalaina, Rahoitu and DigiFinans we support customers in consolidating and getting the best terms on their loans.

We are currently seeking a Head of Retention to lead our strategic efforts in CRM and Marketing Automation across all our brands and markets. This role is central to steering both the development and execution of our retention strategies and ensuring their alignment with the company’s overarching goals.

As Head of Customer Retention you will craft, implement, and refine advanced retention strategies, meticulously balancing innovative customer engagement tactics with robust data analysis and segmentation. Your role will require a deep engagement with our Marketing Automation systems to streamline processes and elevate the effectiveness of our communication strategies. Close collaboration with the Product and Data teams will ensure your success in this role.

Role responsibilities

• Develop and execute comprehensive CRM and Marketing Automation strategies to increase customer retention and to increase customer lifetime value

• Continuously assess and refine customer segmentation and targeting approaches

• Oversee the integration and optimization of marketing automation tools and processes, ensuring seamless execution of campaigns and maximization of system capabilities

• Lead and mentor a team of CRM and Marketing Automation professionals

• Define, monitor and analyse critical metrics and KPIs

• Challenge and improve overall customer experience to boost retention rates and improve cross-sell activities

Must have

• Proven experience in developing and executing CRM and marketing automation strategies, with 5+ years of experience in the field

• Demonstrated leadership abilities with a track record of successfully leading, mentoring, and scaling high-performing teams in a dynamic environment

• Robust understanding of marketing automation platforms and CRM software

• Strong analytical skills with experience in data analysis, customer segmentation, and targeting, as well as proficiency in using CRM and data analytics tools

• Excellent project management skills

• Written and verbal communication skills in English

Nice to have:

• An advanced degree in Business Administration, Marketing or a related field

• Experience in a similar industry or managing CRM operations in a multi-brand environment

• Experience working in CRM platforms and/or CDPs such as Bloomreach (or similar tools)

• Experience from regulated industries

• Experience in BI tools such as PowerBI

What we offer:

• Business in mind & people at heart – we deliver results together and celebrate our achievements.
• A varied and challenging role in a multinational and highly innovative company, where we value the development of our employees
• We are strong believers in creating a fun workplace where people enjoy coming to work.
• A friendly culture with openness and respect for one another, with the possibility to influence and make a difference on society and people’s everyday lives.
  
  Please note!
  As part of our efforts to foster an unbiased recruitment process, we kindly encourage you to not include picture, gender, ethnicity, religion, disability, sexual orientation or age in your CV.