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Salary: USD 150,000 - 208,000 / annual
Chime is hiring a CRM Manager to join the Lifecycle & CRM Marketing team. This is a hands-on, technical role where you'll own the technical foundation and strategy behind how Chime engages members across email, push, in-app, and SMS channels.
You will lead principal-level projects to make CRM programs scalable, reliable, and healthy. Key responsibilities include:
• Own the strategy, roadmap, and day-to-day health of Chime's CRM platform and channel ecosystem, setting clear technical direction tied to member experience and business outcomes.
• Lead principal projects to implement, integrate, and scale new tools and capabilities, from vendor evaluation through rollout, adoption, and impact measurement.
• Monitor and improve channel health across email, push, in-app, and SMS, including deliverability, sender reputation, opt-in rates, reachability, frequency and fatigue management, and preference and consent management.
• Design and improve processes behind lifecycle execution, including campaign intake, build standards, QA, governance, and documentation to enable the team to move faster with fewer errors.
• Partner with Engineering and Data Engineering on data foundations: event and attribute design, data flows into the platform, APIs, webhooks, and real-time triggering.
• Build and refine complex, data-driven journeys and personalization logic (e.g., Liquid, Connected Content, dynamic segmentation) and set execution standards across the team.
• Leverage AI tools and automation as core parts of your work, helping 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.
You will operate with high independence, lead through ambiguity, and partner closely with Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance.
REQUIREMENTS:
• 6–8+ years of experience in CRM, marketing operations, marketing technology, or lifecycle marketing, with 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.
• 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 daily work, and a clear point of view on how CRM technology and lifecycle marketing are changing.
• Ability to turn technical complexity into clear recommendations, influence senior partners, operate independently, and recognize when escalation is appropriate.
• Deep member obsession and judgment to balance member experience, compliance, and business needs.
• Plus: experience in fintech or another regulated industry; comfort with HTML/CSS and templating languages; experience building monitoring or alerting for channel health; or experience designing automation- or agent-driven journeys.
