Manager, CRM
About The Position
Chime is hiring a hands-on, technical CRM Manager for its Lifecycle & CRM Marketing team. The role owns the technical foundation for member engagement across email, push, in-app, and SMS, and leads principal-level projects that make CRM programs scalable, reliable, and healthy. The manager will guide the processes the team uses, maintain channel health, and develop new tools and capabilities while operating independently and navigating ambiguity. The CRM Manager partners closely with Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance. The role also helps shape the future of Chime’s CRM ecosystem through data, AI, automation, and real-time personalization. It connects platform and channel improvements to member experience, business outcomes, operational efficiency, engagement, retention, primacy, and lifetime value.
Requirements
- 6–8+ years of experience in CRM, marketing operations, marketing technology, or lifecycle marketing, with significant focus on technical and operational work.
- 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; comfort with analytics tools such as Hex, Looker, or Statsig.
- Experience designing and running operational processes such as 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 changes in CRM technology and lifecycle marketing.
- 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.
Nice To Haves
- Experience in fintech or another regulated industry.
- Comfort with HTML/CSS and templating languages.
- Experience building monitoring or alerting for channel health.
- Experience designing automation- or agent-driven journeys.
Responsibilities
- Own the strategy, roadmap, and day-to-day health of Chime’s CRM platform and channel ecosystem, setting technical direction tied to member experience and business outcomes.
- Lead projects to implement, integrate, and scale new tools and capabilities, from requirements and vendor evaluation through rollout, adoption, and impact measurement.
- Monitor and improve email, push, in-app, and SMS channel health, including deliverability, sender reputation, opt-in and reachability rates, frequency and fatigue management, and preference and consent management.
- Design and improve lifecycle execution processes, including campaign intake, build standards, QA, governance, and documentation.
- Partner with Engineering and Data Engineering on CRM data foundations, including event and attribute design, data flows, APIs, webhooks, and real-time triggering.
- Build and refine complex, data-driven journeys and personalization logic, including Liquid, Connected Content, and dynamic segmentation, and set standards for technical execution.
- Use AI tools and automation in day-to-day work and help lead the team toward automated, agent-assisted, and personalized member journeys.
- Own outcomes for the role’s area and connect platform and channel improvements to reach, engagement, operational efficiency, retention, primacy, and LTV.
Benefits
- Eligible full-time employees may receive bonuses, competitive equity, and benefits.
- Backup child, elder, and pet care.
- Subsidized commuter benefits for eligible employees.
- Comprehensive health, financial, and wellbeing benefits.
- Generous vacation policy and company-wide paid days off.
- One percent of time off to support local community organizations.
- Annual wellness stipend for eligible wellness-related expenses.
- Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
- Family planning reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
