CRM Manager

We’re hiring a CRM Manager to join our Lifecycle & CRM Marketing team. You’ll own the technical foundation behind how Chime engages members across email, push, in-app, and SMS. This is a hands‑on, technical role You’ll lead principal‑level projects that make our CRM programs scalable, reliable, and healthy, including the processes the team runs on, the health of every channel, and new tools and capabilities You’ll operate with a high degree of independence, lead through ambiguity, and know when to escape, partnering closely with Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance You’ll also help define how Chime’s CRM ecosystem evolves through data, AI, automation, and real‑time personalization 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 Benefits Physical: We believe in taking care of your physical health, so as a Chimer you’ll get medical, dental, and vision insurance, as well as benefits to support your physical activity, family planning, and all of your little Chimers Emotional: We know that staying healthy involves a lot more than doctor’s checkups. We partner with Modern Health to help you navigate your mental health, give monthly Take Care of Yourself Days, and want you to take time off when you need it Financial: We want Chimers to save and feel financially supported, so we offer savings plans with competitive matching, as well as access to financial planning and legal assistance so that you can find your financial peace of mind Social: We’ll celebrate your milestones together with travel stipends, swag, and high‑fives and make sure you’re connected to fellow Chimers through our Chime Resource Groups (CRGs) and company events 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 bringing AI and automation into your daily work, and a clear point of view on how CRM technology and lifecycle marketing are changing Strong knowledge of channel health and deliverability, including authentication, list hygiene, reachability, and consent management across email, push, and SMS The ability to turn technical complexity into clear recommendations, influence senior partners, operate independently, and recognize when escalation is appropriate 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 member obsession and the judgment to balance member experience, compliance, and business needs 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 Experience designing and running operational processes like QA frameworks, governance models, and intake systems that scale across a team 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 #J-18808-Ljbffr Chime