About this role
About the role
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 escalate, 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.
In this role, you can expect to
• 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.
To thrive in this role, you have
• 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 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, re