Sr. CRM Manager

Chime Financial•San Francisco, CA

2d•Hybrid

About The Position

Chime is hiring a Sr. CRM Manager for its Lifecycle & CRM Marketing team. This hands-on, technical role owns the foundation for member engagement across email, push, in-app, and SMS. The manager will lead principal-level projects to make CRM programs scalable, reliable, and healthy, including processes, channel health, and new tools and capabilities. The role operates with a high degree of independence and partners closely with Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance. The Sr. CRM Manager will set the strategy and roadmap for Chime’s CRM platform and channel ecosystem, with technical direction tied to member experience and business outcomes. The role also helps shape how the CRM ecosystem evolves through data, AI, automation, and real-time personalization, and connects platform and channel improvements to reach, engagement, operational efficiency, 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.
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 QA frameworks, governance models, and intake systems.
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 translate technical complexity into clear recommendations, influence senior partners, operate independently, and recognize when escalation is appropriate.
Deep member focus and sound judgment in balancing 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.
Lead major projects to implement, integrate, and scale tools and capabilities, from requirements and 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 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, platform data flows, APIs and 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 across the team.
Use AI tools and automation in daily work and help advance automated, agent-assisted, and personalized member journeys.
Own outcomes for the area and connect platform and channel improvements to reach, engagement, operational efficiency, retention, primacy, and lifetime value.

Benefits

Eligible full-time employees may receive bonuses and competitive equity.
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 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.
Opportunity to join an experienced FinTech team and help millions unlock financial progress.