Chip
CRM Build Manager
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Chip is building the UK's most personal digital wealth manager.
Achieving that means building the most personalised lifecycle experience possible — communications that meet customers at the right moment across onboarding, activation, balance growth, and cross-sell. Alongside this sits a parallel obligation: maintaining Chip's standing with the FCA, FSCS, and other regulatory bodies through reliable incident and service communications.
The CRM team is structured around two paths: the Growth Path, covering lifecycle and growth marketing communications, and the Reactive Path, covering incident and service communications. This role builds and executes across both, in Braze, across email, push, in-app messaging, and Content Cards.
This role is intentionally ring-fenced from Growth & Performance revenue targets.
Your focus is best-in-class execution.
You're accountable for building every message, campaign, and automation to a high standard – planning and stress-testing the logic behind what gets sent to a user and when, and making sure that everything that reaches a customer is compliant, on brand, and optimised for deliverability and customer experience.
You're also accountable for maintaining and continuously improving a build process sharp enough that stakeholders across teams actually follow it. The faster CRM can build and ship, the faster the team learns what's working – and the more clearly CRM can show its contribution to the wider business.
You'll bring a builder's precision to the work, paired with a genuine curiosity about how it could be done better. Part of that is looking for ways to make CRM build faster and stronger with the help of AI.
What you can expect to be doing:
Campaign build & execution excellence (core)
- You'll be accountable for end-to-end build and execution of CRM requirements across email, push notifications, in-app messaging, content cards, and other channels that we may test and adopt over time.
- Translate Strategy and Ops requirements into high-quality production outputs in Braze.
- Build and maintain campaigns and canvases, message variations, dynamic content blocks and reusable modules, and segments.
- Ensure excellent attention to detail: links, rendering, logic, personalisation, fallbacks, audience, channel behaviour.
- Identify and surface opportunities to improve how CRM is built, including exploring new channels, new Braze features or capabilities, and better build practices.
- Deliver builds to a standard that reflects industry CRM best practice, factoring in optimal send times, audience overlap, and campaign sequencing when planning turnaround.
- Approach build process design and improvement with a product-management mindset: consult the stakeholders who use or depend on the process, gather their input, and iterate based on what stakeholders and the business need.
CRM deliverability & engagement
- Monitor engagement and deliverability metrics across channels — including deliverability, bounce, complaint, and engagement rates for email, push, in-app messaging, and Content Cards — and work with Operations to protect deliverability as CRM volume scales.
- Use behavioural patterns from live builds (e.g. IAM dismissal vs. CTA selection, channel subscription rates) to inform how future CRM is built.
Quality assurance, monitoring & auditing
- Run the CRM QA App as a first pass on every build, followed by manual review for judgement calls it can't make (tone, edge cases, context-specific logic) — confirming builds match their approved brief and reflect best-practice scheduling before send.
- Validate customer experience across channels and devices, and check targeting, suppression, and eligibility logic.
- Monitor live automations you're accountable for — catching breakages or outdated content, flagging performance drops, and surfacing opportunities to update builds as new features become available.
- Contribute to build standards, QA checklists, and "definition of done."
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Segmentation, targeting & execution partnership
- Manage segmentation and targeting requirements with CRM Ops and Strategy, implementing and validating audience logic in Braze — segments, attributes, event-based logic, eligibility, suppression, exclusions, and control groups/holdouts where relevant.
- Escalate data concerns early where targeting relies on unreliable event flow or insufficient tracking.
Compliance-first execution (regulated CRM)
- Ensure all production activity meets Chip's compliance standards — managing approvals efficiently with Compliance, applying correct disclaimers and regulated wording, and working with CRM Operations to mitigate risk in personalisation and financial messaging.
- Build non-marketing and operational comms from CRM Operations with appropriate sensitivity, accuracy, and traceability.
Optimisation & continuous improvement
- Run structured test-and-learn programmes — on templates, send times, rendering, and logic and flows — to improve user experience, engagement outcomes, and channel performance, in partnership with Operations, Strategy, and Content.
- Identify and implement build-process improvements (reusable modules, template libraries, faster workflows) as a distinct lens from optimising individual campaigns or strategy.
Braze capability & best practice
- Maintain Braze certification, staying current on new product developments and proactively testing relevant features.
- Support Ops and Strategy with feature pilots — translating new capability into production-ready implementation.
Transactional communications migration (Braze)
- Support (and in some cases lead) the migration and optimisation of transactional communications into Braze, partnering with Ops, Engineering, and Compliance to keep them reliable, auditable, scalable, and performance-monitored.
AI for CRM build
- Develop and maintain working fluency in how AI can be applied to CRM build — for your own workflow first, and for the wider build function as capability grows.
- Test and experiment with new AI tools and approaches relevant to CRM production, evaluating what's genuinely useful for the team's work.
- Treat AI output as a first pass — you're accountable for the judgement calls it can't make (tone, edge cases, context-specific logic).
- Where valuable, prototype or build tools and capabilities that improve CRM build efficiency, quality, or turnaround — escalating for support where implementation goes beyond your own scope.
- Share learnings and practical applications with the wider CRM Build function, so AI-augmented ways of working become standard practice rather than individual habit.
Team collaboration & Stakeholder management
- Represent the CRM team in initiatives and meetings — advocating for what the team needs to deliver against requirements, and staying responsive to requests from other teams.
- Manage stakeholder relationships across the teams CRM works with.
- Keep the CRM team equipped with the most current information, so the team can make the best possible judgement calls.
- Assess capacity — your own, the wider CRM team's, and other stakeholders' (e.g. Design) — before committing to build timelines or delivery dates, working within everyone's existing workload and ways of working.
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What we’re looking for:
- Strong hands-on Braze experience, building campaigns, Canvases, segments, personalisation and automated customer journeys.
- Experience building and executing multi-channel CRM across email, push, in-app messaging and Content Cards.
- Strong understanding of segmentation, targeting and journey logic, including triggers, eligibility, suppression, exclusions and fallbacks.
- Excellent attention to detail with experience owning CRM QA, testing and deliverability.
- Experience building lifecycle and transactional communications, ideally within a regulated or complex environment.
- Comfortable working cross-functionally with Product, Engineering, Data, Design, Content and Compliance.
- A track record of improving CRM build processes, using templates, automation and reusable components to increase quality and speed.
- Comfortable using and experimenting with AI tools to improve CRM build, QA and workflow efficiency.
- Above all, we're looking for someone who is a hands-on CRM builder and enjoys turning complex requirements into reliable, high-quality customer journeys.
What we’re really looking for: ✍️
We’re looking for someone who’s genuinely excited about Chip and energised by the opportunity to help build the future of wealth, making saving, investing and pensions simpler and more accessible for everyone.
We work in a regulated space, so the bar is high. But we’ve built a team of smart, thoughtful people who care about doing great work and enjoy doing it together. Technical skills matter, obviously. But they’re not the only thing we hire for.
We want real people. People with interests, perspective and personality. The best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answers.
So alongside the technical side, we’ll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindset. People who are good to work with, especially when things get hard.
⏰ Working Hours ⏰
- Monday to Thursday: 9:00 AM – 6:00 PM
- Friday: 8:00 AM – 4:00 PM (Start your weekend early!)
- Enjoy a structured yet balanced workweek, with an early Friday finish to kickstart your weekend!
PERKS 🎁
- £55,000 per annum
- Discretionary Performance-Related Annual Bonus.
- Workplace pension scheme - We invest in your future with a workplace pension scheme, contributing 5% on earnings up to £50,000. Plan ahead with confidence while you grow your career! 🚀
- Private medical insurance (medical history disregarded)
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free ChipX subscription for UK-based employees
- We are an equal-opportunity employer and value diversity
- Flexible working arrangements
- 28 days holiday plus bank holidays, plus the days between Christmas and New Year ✈️
- Annual training budget for courses, workshops, or conferences to help you advance your career.
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