CRM Marketing Manager (Operational)

As an Operational CRM Manager at Chip, you will be responsible for the operational aspects of our CRM system. This role is critical in ensuring smooth execution of our transactional and service-related communications, particularly for non-subscriber audiences. You’ll also manage ad-hoc, non-marketing-related CRM requests, handle service incident communications, and support operational and customer service teams.

This is the perfect role for someone who is technically proficient with CRM systems—particularly Braze—and thrives in a fast-paced, cross-functional environment.

What you can expect to be doing:

• Transactional Communications: Manage the requirements and automation of transactional emails,, push notifications, in-app messages, and content cards for confirmation and notification purposes, ensuring smooth delivery to our customers.
• Service-Related Messaging: Oversee the timely and accurate sending of non-marketing service communications to non-subscribers, including updates, alerts, and important service information.
• Incident Management Communications: Collaborate with the customer support and operations teams to manage communications during incidents (e.g., service outages or critical updates), ensuring clear, coordinated, and timely delivery of information.
• Braze Management: Take ownership of our Braze administration, ensuring effective usage, managing user accounts, permissions, and troubleshooting any platform-related issues that arise.
• Ad-Hoc Requests: Respond to ad-hoc Braze-related requests from across the business, particularly from operations, customer support, and non-marketing functions, ensuring that all communications are aligned with company standards and delivered efficiently. Additionally, work closely with the Product team to manage the distribution of user surveys, helping us gather valuable insights to improve the user experience.
• Cross-Department Collaboration: Work closely with operations, customer support, and technical teams to ensure the CRM system supports all business needs, from customer service interactions to compliance communications.
• Optimisation and Reporting: Continuously optimise CRM processes, ensuring that automations are working effectively and making data-driven decisions to improve performance. Provide regular reporting on operational CRM activities and system performance.

What we’re looking for:

• Braze Expertise: Proven experience managing and using Braze for transactional, service, and ad-hoc communications is essential. You should be comfortable navigating the platform’s features and optimising its usage.
• Operational CRM Experience: At least 2-3 years of experience in a CRM operations or similar role, preferably within fintech, technology, or a customer-facing environment.
• Calm Under Pressure: Ability to manage multiple urgent tasks, especially during service incidents or technical outages, while remaining composed and solutions-oriented.
• Technical Proficiency: Strong skills in managing automated workflows, customer data, and segmentation within Braze. Basic knowledge of HTML/CSS for email templates is a plus.
• Collaboration Skills: A strong collaborator who can work effectively across departments, especially with operations, engineering, and customer support teams.
• Attention to Detail: An eye for detail and accuracy in managing service-related communications and ensuring consistency in messaging across all touchpoints.
• Problem-Solving Skills: Quick to understand complex issues and able to find efficient, practical solutions, particularly when dealing with CRM platform challenges or service incident communications.

Nice to have

• Experience working in a fintech or technology-driven environment.
• Custom Support or Service experience.
• Familiarity with data security and compliance regulations regarding customer communications.
• Experience in managing customer service or operational incident communications at scale.

What we’re really looking for: ✍️

Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future.

Although we’re in the financial space, and under the scrutiny that comes with it, the current marketing team works well together, and even sometimes with a smile. We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you.

We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us.

At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.

PERKS 🎁

• £50,000 - £55,000 per annum
• Discretionary share option bonus 
• Workplace pension scheme 
• 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
• Unlimited holiday (policy not to count) ✈️
• Annual £1500 Personal Learning Allowance
• £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
• Company laptop
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup 🚀

Our Interview Process: 📖

1. Video screen with someone from our Talent team
2. Video interview with the hiring manager
3. Short take home task
4. Final interview with CMO 

Our mission is to build wealth for our generation

Chip started out in 2017 as a clever app to help people save without lifting a finger.

Fast forward five years, and now we’ve grown into an award-winning wealth app used by over 500,000 people and managing over 4 billion pounds. And we’re not slowing down.

Our vision

We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We're building the wealth app for our community, giving them one place for saving and investing.

We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.

Who we are

Chip has a creative and diverse team of 160, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022 & 2024 British Bank Awards.

Our Values

Be ACCOUNTABLE

Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible

Be BOLD

Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers

Be COLLABORATIVE

Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Note to Agencies

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.