Head of CRM, Chip

• We're looking for a CRM leader who runs lifecycle as a profit centre, not a send calendar
• The kind of person who knows that activation, retention and cross-sell are where the economics of a wealth business are actually realised, and who can prove it with numbers rather than opens and clicks
• Someone as comfortable interrogating cohort retention and cross-sell margin in a finance review as they are pushing a build team to ship a smarter journey. Someone who has run CRM across strategy, build and operations, and wants to do it again, this time with AI built into the core of how the function works
• You've led a CRM or lifecycle function, and run it across strategy, build and operations rather than a single lane
• You have deep, hands-on Braze expertise. You've built the journeys, owned the data, and fixed the deliverability yourself
• You're numerate to your core. Retention, cohort LTV, cross-sell value, contribution margin and payback are how you think, not vocabulary you've learned
• You've worked closely with Finance, and can build and defend the commercial case for lifecycle investment
• You're already using AI seriously in lifecycle (personalisation, content, analysis) and can tell the difference between a real capability and a demo
• You understand deliverability, data hygiene and operational rigour, and treat incidents as a discipline rather than a fire drill
• You know FCA financial promotions and Consumer Duty, and see them as central to lifecycle work rather than a blocker
• You're comfortable with pace, ambiguity and scrutiny, including owning your numbers in front of marketing leadership and the exec team
• Have built lifecycle programmes on Claude or comparable LLMs in production
• A leader who takes ownership, and who is energised by a real problem rather than a finished one

Desirable

• At Chip, our mission is to make our customers wealthier: one app to build long-term wealth across savings, investments and pensions
• Because at Chip, we're heading into the most consequential year in our history: pensions launching, an AI wealth agent in development, and a major multi-year Channel 4 TV partnership just beginning. Acquisition brings customers in. CRM is what turns them into activated, retained, multi-product customers who pay back, and we're hiring a Head of CRM to own that
• You'll lead Chip's CRM and lifecycle function, a team of around five spanning strategy, build and operations, with real authority over how we activate, retain and grow the value of every customer. You'll own the roadmap, the numbers, and the platform. You report to the SVP Marketing
• You own the machine: the lifecycle strategy, the team, the build backlog, the operating rhythm, and the retention and cross-sell numbers that come out of it. In practice, that means you decide which journeys we build, how we sequence them, and how we prove their impact
• You'll be challenged on those calls by a marketing leadership that thinks in unit economics, and you'll be expected to bring a point of view and defend it. If you want the mandate to build a genuinely modern lifecycle function, this is that role. If you want to be handed a send calendar, it isn't
• Running the CRM function day to day: one lifecycle roadmap, named owners across strategy, build and operations, and reporting the exec team trusts
• Owning the activation journey (Day 0 to 90), retention, and cross-sell economics, the moments where customer value is actually made or lost
• Building an AI-native CRM function, using Claude for lifecycle intelligence, content velocity and personalisation ahead of the market, with human review and compliance built in
• Owning Braze end to end: the canvases, the data, the deliverability, and the operational grip that keeps it all running cleanly
• Turning key lifecycle moments (rate step-downs, tax-year-end, first deposit, ChipX upgrade) into deliberate retention and cross-sell triggers, planned against margin
• Making the January to April ISA season a lifecycle centrepiece, with activation and cross-sell converging on the highest-value window of the year
• Owning the measurement of lifecycle impact: proving incremental retention and cross-sell value, not just campaign engagement
• Working hand in hand with Finance on the economics: cohort retention, cross-sell value per customer, and the margin case behind every major journey
• Working hand in hand with Compliance to make lifecycle work that is both effective and right for an FCA-regulated business
• Working hand in hand with Product, Ops and CS to launch new products and ensuring the CRM experience is embedded and planned across new and existing products
• Coaching and developing a young, high-potential team, raising standards across strategy, build and operations, and hiring where needed
• Chip has a lifecycle function with strong foundations and an enormous amount of value still on the table: activation that can be tightened, retention moments that can be turned into cross-sell, and an AI capability that's ready to be built properly
• You'll inherit a Braze platform, a young team with momentum, and the mandate to make lifecycle one of the most commercially important functions in the business. We want someone who walks into that with confidence, judgement and standards, and runs it without needing oversight
• Monday to Thursday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 4:00 PM (Start your weekend early!)

• We usually respond within three days
• Video screen with someone from our Talent team
• Video interview with the hiring manager
• Final interview with Senior Stakeholders