Manager, CRM

Chime Financial • San Francisco, CA

2d • Hybrid

About The Position

Chime is hiring a CRM Manager to join its Lifecycle & CRM Marketing team. This hands-on, technical role owns the technical foundation for engaging members across email, push, in-app, and SMS. The manager leads principal-level projects that make CRM programs scalable, reliable, and healthy, including improving team processes, channel health, tools, and capabilities. The role operates with significant independence and partners with Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance. It also helps define the evolution of Chime’s CRM ecosystem through data, AI, automation, and real-time personalization.

The CRM Manager owns the strategy, roadmap, and day-to-day health of the CRM platform and channel ecosystem, establishing technical direction tied to member experience and business outcomes. They lead tool implementations and integrations from requirements and vendor evaluation through rollout, adoption, and impact measurement; monitor channel health and deliverability; and improve campaign intake, build standards, quality assurance, governance, and documentation. In partnership with engineering teams, they shape CRM data foundations, including event and attribute design, platform data flows, APIs, webhooks, and real-time triggering. They build complex data-driven journeys and personalization logic, use AI and automation in their work, and connect platform and channel improvements to reach, engagement, efficiency, retention, primacy, and LTV.

The role calls for deep hands-on CRM platform expertise, strong technical and operational judgment, and the ability to turn complexity into clear recommendations, influence senior partners, and balance member experience, compliance, and business needs. Chime offers a hybrid work arrangement for employees near an office, with four office days per week and Fridays from home; it also has a fully remote program.

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.
• 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 such as Segment, mParticle, Hightouch, or Census.
• Comfort with analytics tools such as Hex, Looker, or Statsig.
• Experience designing and running scalable operational processes such as quality assurance frameworks, governance models, and intake systems.
• Experience incorporating AI and automation into daily work, and a clear point of view on changes in CRM technology and lifecycle marketing.
• Ability to translate technical complexity into clear recommendations, influence senior partners, work independently, and recognize when escalation is appropriate.
• Strong member focus 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 major projects to implement, integrate, and scale tools and capabilities, from defining requirements and evaluating vendors 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, quality assurance, 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 the standard for technical execution across the team.
• Use AI tools and automation in daily work and help move the team toward more automated, agent-assisted, and personalized member journeys.
• Own outcomes for the role’s area, connecting platform and channel improvements to reach, engagement, operational efficiency, retention, primacy, and LTV.
• Operate independently, lead through ambiguity, and recognize when to escalate while partnering with cross-functional teams.

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.
• 1% of time off to support local community organizations of the employee’s choice.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed