CRM Marketing Manager, Chip

• 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
• 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
• 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

Desirable

• 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
• 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

• Video screen with someone from our Talent team
• Video interview with the hiring manager
• Short take home task
• Final interview with CMO