Manager, CRM

Responsibilities

• Own the strategy, roadmap, and day-to-day health of Chime’s CRM platform and channel ecosystem, setting a clear technical direction tied to member experience and business outcomes.
• Lead principal projects to implement, integrate, and scale new tools and capabilities, from defining requirements and evaluating vendors through rollout, adoption, and measuring impact.
• Monitor and improve channel health across email, push, in-app, and SMS, including deliverability, sender reputation, opt-in and reachability rates, frequency and fatigue management, and preference and consent management.
• Design and improve the processes behind lifecycle execution, including campaign intake, build standards, QA, governance, and documentation, so the team can move faster with fewer errors.
• Partner with Engineering and Data Engineering on the data foundations of CRM: event and attribute design, data flows into the platform, APIs and webhooks, and real-time triggering.
• Build and refine complex, data-driven journeys and personalization logic (e.g., Liquid, Connected Content, dynamic segmentation) and set the bar for technical execution across the team.
• Use AI tools and automation as a core part of how you work, and help lead the team toward more automated, agent-assisted, and personalized member journeys.
• Own outcomes for your area, connecting platform and channel improvements to reach, engagement, operational efficiency, and downstream metrics such as retention, primacy, and LTV.

Requirements

• 6–8+ years of experience in CRM, marketing operations, marketing technology, or lifecycle marketing, with a significant focus on the technical and operational side.
• Deep hands-on expertise with at least one enterprise CRM or marketing automation platform such as Braze, Iterable, or Salesforce Marketing Cloud, including advanced journey building, segmentation, and personalization.
• A track record of leading tool implementations, migrations, or major platform integrations end to end with cross-functional and technical partners.
• Strong knowledge of channel health and deliverability, including authentication, list hygiene, reachability, and consent management across email, push, and SMS.
• Working knowledge of data infrastructure such as SQL, event schemas, APIs, webhooks, and CDPs or reverse ETL tools (e.g., Segment, mParticle, Hightouch, Census), and comfort with analytics tools such as Hex, Looker, or Statsig.
• Experience designing and running operational processes like QA frameworks, governance models, and intake systems that scale across a team.
• Experience bringing AI and automation into your daily work, and a clear point of view on how CRM technology and lifecycle marketing are changing.
• The ability to turn technical complexity into clear recommendations, influence senior partners, operate independently, and recognize when escalation is appropriate.
• Deep member obsession and the judgment to balance member experience, compliance, and business needs.

Preferred

• It’s a plus if you have experience in fintech or another regulated industry; are comfortable with HTML/CSS and templating languages; have built monitoring or alerting for channel health; or have designed automation- or agent-driven journeys.

Benefits

• 🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
• 💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
• ✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
• 🏝 Generous vacation policy and company-wide paid days off
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to family planning reimbursement
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress