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About the Role

Chip is seeking a CRM leader to manage the lifecycle function as a profit center, focusing on activation, retention, and cross-sell economics. This role involves owning the strategy, roadmap, team, and platform, with a focus on building an AI-native CRM function. The position reports to the SVP Marketing and offers the opportunity to significantly impact customer value realization in a high-growth fintech startup.

Responsibilities

• Running the CRM function day to day, including the lifecycle roadmap, team management, and executive reporting.
• Owning the activation journey (Day 0 to 90), retention, and cross-sell economics.
• Building an AI-native CRM function using AI for lifecycle intelligence, content velocity, and personalization.
• Owning Braze end-to-end, including canvases, data, deliverability, and operations.
• Developing key lifecycle moments into deliberate retention and cross-sell triggers.
• Making the ISA season a lifecycle centerpiece for activation and cross-sell.
• Measuring lifecycle impact, proving incremental retention and cross-sell value.
• Collaborating with Finance on unit economics, cohort retention, and margin.
• Working with Compliance to ensure lifecycle work is effective and compliant with FCA regulations.
• Partnering with Product, Ops, and CS to launch new products and embed CRM experiences.
• Coaching and developing the CRM team, raising standards, and hiring as needed.

Requirements

• Led a CRM or lifecycle function across strategy, build, and operations.
• Deep, hands-on Braze expertise, including building journeys, owning data, and managing deliverability.
• Strong understanding of unit economics, including retention, cohort LTV, cross-sell value, contribution margin, and payback.
• Experience working closely with Finance to build and defend the commercial case for lifecycle investment.
• Proven experience using AI seriously in lifecycle functions (personalization, content, analysis).
• Understanding of deliverability, data hygiene, and operational rigor.
• Knowledge of FCA financial promotions and Consumer Duty.
• Comfort with pace, ambiguity, and scrutiny, including presenting numbers to leadership.
• Experience marketing investment, pension, or wealth products is a plus.
• Experience building lifecycle programs on Claude or comparable LLMs in production is a plus.
• Fluency in SQL and data modeling is a plus.
• Knowledge of the price-comparison and rate-led savings world is a plus.
• Experience transforming a young, inconsistent CRM function into a reliable one is a plus.

Skills

• CRM Strategy
• Lifecycle Marketing
• Braze
• AI in Marketing
• Data Analysis
• Financial Services Marketing
• Customer Retention
• Cross-selling
• Unit Economics
• FCA Compliance
• SQL
• Data Modeling

Location

• UK

Work Type

• Full-time
• Flexible working arrangements

Experience Level

• Leadership experience in CRM/Lifecycle
• Senior level

Salary/Compensations

• £100,000 per annum

Benefits

• Discretionary Performance-Related Annual Bonus
• Workplace pension scheme (5% contribution on earnings up to £50,000)
• Private medical insurance (medical history disregarded)
• Employee Assistance Programme
• Cycle to work scheme
• Season ticket loan
• Free ChipX subscription
• 28 days holiday plus bank holidays
• Additional days off between Christmas and New Year
• Annual training budget
• £30 per month Chip Fitness Benefit
• Company laptop

About the Company

• Chip's mission is to make customers wealthier by providing a single app for savings, investments, and pensions.
• Chip is building the wealth super app of the future, using technology to democratize wealth management.
• The Sunday Times listed Chip as the 6th fastest growing tech company in Britain.
• Chip serves over 400,000 active customers and manages over £6 billion in assets.
• Chip is one of Europe's most crowd-funded businesses, with over 29,000 investors.
• Chip's vision is to be the most personal digital wealth manager in the UK.
• Chip has a creative and diverse team of 180 individuals.
• Chip has won awards for Best Personal Finance App at the British Bank Awards in 2022, 2024, and 2025.

Equal Opportunity

• Chip is an equal-opportunity employer and values diversity.
• Chip is committed to creating an inclusive environment where employees can bring their whole selves to work.
• Chip encourages applications from people irrespective of gender, race, sexual orientation, religion, age, disability status, or caring responsibilities.