Head of Retention - New

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 behavior (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 behavior and compound it.