Sr. CRM Manager

Chime; San Francisco (CA); On-site; USD 145,000 - 200,000; Full time

Job summary

Chime is seeking a Sr. CRM Manager to lead Lifecycle & CRM Marketing. You’ll own the technical foundation behind engagement across email, push, in-app, and SMS, driving scalable and reliable programs.

This hands-on role requires deep technical execution, cross-functional leadership, and a focus on data, AI, and real-time personalization. You will design processes, partner with Engineering and Data teams, and drive high-impact initiatives to improve retention, engagement, and LTV while

Qualifications

• 6-8+ years in CRM, marketing operations, or lifecycle marketing with a technical focus.
• Hands-on expertise with enterprise CRM platforms (Braze, Iterable, or SFMC) including journey building and personalization.
• Track record of leading tool implementations, migrations, or large integrations end-to-end.
• Strong knowledge of channel health, deliverability, consent management across email, push, and SMS.
• Knowledge of data infra (SQL, event schemas, APIs, webhooks, CDPs) and analytics tools.

Responsibilities

• Own the strategy, roadmap, and day-to-day health of the CRM platform and channel ecosystem.
• Lead projects to implement, integrate, and scale new tools and capabilities; define requirements and measure impact.
• Monitor and improve channel health across email, push, in-app, and SMS; manage deliverability and consent.
• Design processes behind lifecycle execution: campaign intake, QA, governance, and documentation.
• Partner with Engineering on data foundations: data flows, APIs, and real-time triggering.
• Build data-driven journeys and personalization logic; set technical execution bar.
• Use AI and automation to evolve CRM workflows and journeys.

Skills

CRM platforms

Data integration

Automation

Stakeholder management

Tools

Braze

Iterable

Salesforce Marketing Cloud

Job description

About the role

We’re hiring a Sr. CRM Manager to join our Lifecycle & CRM Marketing team. You’ll own the technical foundation behind how the company 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 elevate, partnering closely with Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance. You’ll also help define how the company’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 the company’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, 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 your daily work, and a clear point of view on how CRM technology and lifecycle marketing are changing.

• The ability to turn technical complexity into clear recommendations, influence senior partners, operate independently, and recognize when escalation is appropriate.

• Deep member obsession and the judgment to balance member experience, compliance, and business needs.

• It’s a plus if you have experience in fintech or another regulated industry; are comfortable with HTML/CSS and templating languages; have built monitoring or alerting for channel health; or have designed automation- or agent-driven journeys.

#LI-Onsite #LI-AM1

Below is the base salary offered for this role and level of experience. Full-time employees may also be eligible for bonus(es), competitive equity, and benefits. For commissioned roles, the base salary listed in this job description does not include incentive/variable pay. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

Wage Notice

$145,000-$200,000 USD

A little about us

At the company, we believe that everyone can achieve financial progress. We created the company—a financial technology company, not a bank*, on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress.

We know that to achieve our mission, we must earn and keep people's trust-so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall-so our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't-who will?

*the company is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer for our full-time, regular employees

• Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work