Senior CRM Manager

Join Chime as a Senior CRM Manager, where you'll lead the technical foundation of our CRM programs and drive member engagement across multiple channels. This hands-on role requires a strong background in CRM, marketing operations, and marketing technology, with a focus on the technical and operational aspects. You'll work closely with various teams, including Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance.

• 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-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.
• 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.

• The ability to turn technical complexity into clear recommendations, influence senior partners, operate independently, and recognize when escalation is appropriate
• 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
• 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
• 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
• 6–8+ years of experience in CRM, marketing operations, marketing technology, or lifecycle marketing, with a significant focus on the technical and operational side
• 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
• Deep member obsession and the judgment to balance member experience, compliance, and business needs
• 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