Sr. CRM Manager
Chime · San Francisco, CA, USA
About this role
**Sr. CRM Manager — Lifecycle & CRM Marketing (Chime)** ## 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 Chime engages members across **email, push, in-app, and SMS**. This is a hands-on, technical role where you’ll lead principal-level projects to 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 work with **Lifecycle Marketing, Engineering, Data Engineering, Product, Data Science, Analytics, and Legal & Compliance**, and 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 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/reachability, frequency & fatigue management, and preference/consent management. - **Design and improve lifecycle execution processes** (campaign intake, build standards, QA, governance, and documentation) to help the team move faster with fewer errors. - Partner with **Engineering and Data Engineering** on CRM data foundations: event/attribute design, data flows, **APIs & 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. - Use **AI tools and automation** as a core part of your work, helping drive 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 like **retention, primacy, and LTV**. ## To thrive in this role, you have - **6–8+ years** in CRM, marketing operations, marketing technology, or lifecycle marketing—with significant focus on the technical/operational side. - Deep hands-on expertise with an enterprise CRM/marketing automation platform such as **Braze, Iterable, or Salesforce Marketing Cloud** (advanced journey building, segmentation, personalization). - A track record of leading **tool implementations, migrations, or major platform integrations** end to end with cross-functional technical partners. - Strong knowledge of **channel health and deliverability** (authentication, list hygiene, reachability, consent management across email/push/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), plus comfort with analytics tools (e.g., **Hex, Looker, Statsig**). - Experience designing and running operational processes like **QA frameworks, governance models, and intake systems** that scale. - Experience bringing **AI and automation** into daily work, with a clear point of view on how CRM technology and lifecycle marketing are changing. - Ability to translate technical complexity into clear recommendations, influence senior p
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