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About the Role

This role focuses on building and executing CRM campaigns across multiple channels, ensuring high standards of quality, compliance, and customer experience. It involves translating strategy into actionable outputs, maintaining and improving build processes, and exploring AI applications for CRM build efficiency. The role is distinct from revenue targets and emphasizes best-in-class execution.

Responsibilities

• Accountable for end-to-end build and execution of CRM requirements across email, push notifications, in-app messaging, content cards, and other channels.
• Translate strategy and operations requirements into high-quality production outputs in Braze.
• Build and maintain campaigns, canvases, message variations, dynamic content blocks, reusable modules, and segments.
• Ensure attention to detail in links, rendering, logic, personalization, fallbacks, audience, and channel behavior.
• Identify and surface opportunities to improve CRM build processes, including exploring new channels, Braze features, and best practices.
• Deliver builds adhering to industry CRM best practices, considering optimal send times, audience overlap, and campaign sequencing.
• Approach build process design and improvement with a product-management mindset, consulting stakeholders and iterating based on needs.
• Monitor engagement and deliverability metrics across channels and work with Operations to protect deliverability.
• Use behavioral patterns from live builds to inform future CRM construction.
• Run the CRM QA App as a first pass on every build, followed by manual review.
• Validate customer experience across channels and devices, and check targeting, suppression, and eligibility logic.
• Monitor live automations, catching breakages or outdated content, flagging performance drops, and surfacing opportunities for updates.
• Contribute to build standards, QA checklists, and 'definition of done.'
• Manage segmentation and targeting requirements with CRM Ops and Strategy, implementing and validating audience logic in Braze.
• Escalate data concerns early where targeting relies on unreliable event flow or insufficient tracking.
• Ensure all production activity meets Chip's compliance standards, managing approvals, applying disclaimers, and mitigating risk in personalization and financial messaging.
• Build non-marketing and operational communications with appropriate sensitivity, accuracy, and traceability.
• Run structured test-and-learn programs to improve user experience, engagement outcomes, and channel performance.
• Identify and implement build-process improvements (reusable modules, template libraries, faster workflows).
• 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.
• Support (and in some cases lead) the migration and optimization of transactional communications into Braze.
• Develop and maintain working fluency in how AI can be applied to CRM build.
• Test and experiment with new AI tools and approaches relevant to CRM production.
• Treat AI output as a first pass, being accountable for judgment calls.
• Prototype or build tools and capabilities that improve CRM build efficiency, quality, or turnaround.
• Share learnings and practical applications with the wider CRM Build function.
• Represent the CRM team in initiatives and meetings, advocating for team needs.
• Manage stakeholder relationships across teams CRM works with.
• Keep the CRM team equipped with the most current information.
• Assess capacity before committing to build timelines or delivery dates.

Requirements

• Strong hands-on Braze experience, building campaigns, Canvases, segments, personalization 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.
• A hands-on CRM builder who enjoys turning complex requirements into reliable, high-quality customer journeys.
• Empathy, self-awareness, sound judgement, resilience and a collaborative mindset.
• Ability to work well with others, especially when facing challenges.

Skills

• Braze
• CRM
• Email marketing
• Push notifications
• In-app messaging
• Content Cards
• Segmentation
• Targeting
• Journey logic
• QA
• Testing
• Deliverability
• AI tools

Location

• UK

Work Type

• Flexible working arrangements

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• £55,000 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 for UK-based employees
• 28 days holiday plus bank holidays, plus the days between Christmas and New Year
• Annual training budget for courses, workshops, or conferences
• £30 per month Chip Fitness Benefit
• Company laptop

About the Company

• Chip is building the UK's most personal digital wealth manager, aiming to make saving, investing, and pensions simpler and more accessible.
• Chip is the wealth super app of the future, designed to build long-term wealth across savings, investments, and pensions.
• Chip uses technology to break down barriers, enabling users to invest like the ultra-wealthy.
• The Sunday Times listed Chip as the 6th fastest growing tech company in Britain.
• Chip serves over 400,000 active customers and looks after over £6 billion in assets.
• Chip is built by a diverse team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs.
• Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 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 people.
• Chip has won awards including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.
• Chip's mission is to make your life wealthy.

Equal Opportunity

• We are an equal-opportunity employer and value diversity.
• 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.