Head of CRM

Greater London, Kensington and Chelsea, UK (On-site)

Salary Not AvailableSenior LevelFull time

Posted 2 weeks ago

Top 1% of applicants do these two things.

The other 99% submit and hope. You're about to do something different.

Job Summary

Own end-to-end CRM and lifecycle stack for a FCA-regulated fintech: drive activation, retention, cross-sell; integrate AI-native tools and Braze, with strict compliance, finance and product partnerships, and a growth-minded team.

Own lifecycle roadmap, strategy, build and operations across the CRM function.
Own activation journey Day 0 to 90, retention and cross-sell economics with a focus on margin.
Build AI-native CRM with Claude for lifecycle intelligence, content velocity, and personalization with human review and compliance.

Job Description

Responsibilities

Running the CRM function day to day: one lifecycle roadmap, named owners across strategy, build and operations, and reporting the exec team trusts
Owning the activation journey (Day 0 to 90), retention, and cross-sell economics, the moments where customer value is actually made or lost
Building an AI-native CRM function, using Claude for lifecycle intelligence, content velocity and personalisation ahead of the market, with human review and compliance built in
Owning Braze end to end: the canvases, the data, the deliverability, and the operational grip that keeps it all running cleanly
Turning key lifecycle moments (rate step-downs, tax-year-end, first deposit, ChipX upgrade) into deliberate retention and cross-sell triggers, planned against margin
Making the January to April ISA season a lifecycle centrepiece, with activation and cross-sell converging on the highest-value window of the year
Owning the measurement of lifecycle impact: proving incremental retention and cross-sell value, not just campaign engagement
Working hand in hand with Finance on the economics: cohort retention, cross-sell value per customer, and the margin case behind every major journey
Working hand in hand with Compliance to make lifecycle work that is both effective and right for an FCA-regulated business
Working hand in hand with Product, Ops and CS to launch new products and ensuring the CRM experience is embedded and planned across new and existing products.
Coaching and developing a young, high-potential team, raising standards across strategy, build and operations, and hiring where needed

Chip

Die CHIP Digital GmbH ist ein Unternehmen der Hubert Burda Media und betreibt mit CHIP Online eine der erfolgreichsten deutschen Medienmarken im Internet. Als Tech-Media-Company vereinen wir nutzerorientierte Content- und Software-Entwicklung und setzen dabei gezielt auf agile Methoden und Prozesse. Unsere Websites, Apps und mobilen Angeboten bieten klare Orientierung in der komplexen digitalen Welt. Mit CHIP.de erreichen wir über 12 Millionen Unique User pro Monat und gehören damit zu den führenden Online-Anbietern im Segment digitale Beratung in Deutschland und Europa. Wir arbeiten mit Kreativität, Wissen und Leidenschaft an der stetigen Weiterentwicklung unserer Plattformen.CHIP Digital und CHIP Communications sind Unternehmen der Hubert Burda Media. Mit einem Umsatz von 2,45 Milliarden Euro im Jahr 2012 ist Hubert Burda Media eines der größten Medienunternehmen in Deutschland. Burdas Vier-Säulen-Strategie entlang der Geschäftsbereiche Verlag Inland, Verlag Ausland, Digital und Druck bietet auch künftig hervorragende Chancen auf eine stabile Gesamtentwicklung des Konzerns.Folgen Sie uns auf Facebook: http://www.facebook.com/CHIP.de Folgen Sie uns auf Twitter: http://twitter.com/CHIP_OnlineGeschäftsführung: Thomas Pyczak (CEO), Dr. Georg Pagenstedt (CMO), Thomas Koelzer (CTO), Markus Scheuermann (CFO) Verantwortlich i. S. v. § 55 Abs. 2 RStV: Sepp Reitberger, Martin Gollwitzer und Carl Schneider, St.-Martin-Straße 66, 81541 München

Founded in 1996

Munich, Bavaria, DEU

249 employees (45 in marketing)

www.chip.de