# Head of Retention

**Company**: bunq
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://careers.bunq.com/o/head-of-retention-new
**Canonical**: https://yubhub.co/jobs/job_1a030d96-aef

## Description

As our Head of Retention, your mission is to ensure that once a user joins bunq, they stay and fall in love with our product.

You will be the voice of the user, deeply understanding their life-stage needs and building a world-class, AI-driven retention strategy. Your work will deliver personalized value, foster loyalty, and turn our users into lifelong champions.

### Take Ownership

- Understand behaviour (not just opinions)

- Build a clear view of how users actually use bunq: frequency, depth, moments that matter, and drop-off patterns.

- Detect when someone is thriving (“active”) vs. slipping away (“at risk”) vs. gone (“churned”) , and why.

### Make Bunq Feel Relevant to Each Life Stage

- Turn life events and intent into simple, actionable personalization (not creepy, not noisy).

- Guide users to discover the features and benefits that match their current situation , and make them fall in love with bunq.

### Communicate with Precision and Empathy

- Deliver messaging that’s useful, well-timed, and segment-specific: tips, reminders, rewards, nudges, winback.

- Ensure every message earns attention and builds trust (tone, timing, content, frequency).

### Fix Retention Leaks at the Source

- Identify journey gaps and product friction that drive churn.

- Partner with Product, Data, Research, Support, and Operations to structurally remove issues , not patch them with more messaging.

### Win Users Back

- Design and run winback programs that rekindle the relationship with a clear reason to return.

- Learn what actually reactivates behaviour and compound it.

## Requirements

- Build, lead, coach, and grow a 10–15 person team

- Set the retention strategy across lifecycle touchpoints: onboarding → activation → habit building → monetization → loyalty → winback.

- Own the lifecycle roadmap and run a high-velocity experimentation program (A/B testing, multivariate where useful).

- Build a strong measurement framework (north-star, segment KPIs, journey-level dashboards, causal thinking).

- Establish a tight feedback loop: quantitative behaviour + qualitative user insight (interviews, outreach, research).

- Proactively monitor user sentiment and emerging issues (including external signals) and drive fixes before they scale.

- Create scalable, AI-first systems that help navigate and orchestrate the user journey

## Your Space to Perform

We give you the space and the tools you need to succeed

- Join forces with great colleagues across the globe to revolutionize banking

- Make lasting impact by working on complex & exciting challenges

- Profit sharing based on the impact you make and bunq’s performance

- Great, international colleagues who share your mindset

- Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.

- Digital Nomad program: work remotely 1 week per quarter after 1 year and 3 weeks per quarter after 2 years

- We support growth with bunq Academy and €1,500 annual learning budget

- A massive discount with Urban Sports for your wellbeing

- Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices)

- A MacBook so you can Get Shit Done with us

- Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options

- An optional pension plan with monthly contribution from bunq

- Monthly contribution to your phone and internet bills

- Friday drinks and other celebrations - bunq style

## Skills

### Required
- Retention strategy
- AI-driven
- Personalization
- Segmentation
- A/B testing
- Multivariate testing
- Causal thinking
- Scalable systems
- User journey orchestration