Head of CRM in London

At Chip, our mission is to make our customers wealthier: one app to build long-term wealth across savings, investments and pensions.

We're looking for a CRM leader who runs lifecycle as a profit centre, not a send calendar.

The ideal candidate knows that activation, retention and cross‑sell are where the economics of a wealth business are truly realised, and can prove it with numbers rather than opens and clicks.

The role

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 will own the roadmap, the numbers and the platform.

You report to the SVP Marketing.

How we’ll work together

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 will 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.

• What you can expect to be doing
• Run the CRM function day to day: one lifecycle roadmap, named owners across strategy, build and operations, and reporting the exec team trusts.
• Own the activation journey (Day 0–90), retention and cross‑sell economics, the moments where customer value is actually made or lost.
• Build 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.
• Own Braze end to end: the canvases, the data, the deliverability, and the operational grip that keeps it all running cleanly.
• Turn key lifecycle moments (rate step‑downs, tax‑year‑end, first deposit, Chip X upgrade) into deliberate retention and cross‑sell triggers, planned against margin.
• Make the January to April ISA season a lifecycle centrepiece, with activation and cross‑sell converging on the highest‑value window of the year.
• Own the measurement of lifecycle impact: prove incremental retention and cross‑sell value, not just campaign engagement.
• Work hand in hand with Finance on the economics: cohort retention, cross‑sell value per customer, and the margin case behind every major journey.
• Work hand in hand with Compliance to make lifecycle work that is both effective and right for an FCA‑regulated business.
• Work hand in hand with Product, Ops and CS to launch new products and ensure the CRM experience is embedded and planned across new and existing products.
• Coach and develop a young, high‑potential team, raise standards across strategy, build and operations, and hire where needed.
• What we’re looking for
• 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 have 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.
• Bonus points if you…
• Have marketed investment, pension or wealth products specifically.
• Have built lifecycle programmes on Claude or comparable LLMs in production.
• Are fluent in SQL and data modelling, and can get to your own answers without waiting on a queue.
• Know the price‑comparison and rate‑led savings world, and how rate mechanics drive retention and churn.
• Have turned a young, talented‑but‑inconsistent CRM function into a reliable one.
• What we’re really looking for

A leader who takes ownership, and who is energised by a real problem rather than a finished one.

• Working Hours
• Monday to Thursday: 9:00 AM – 6:00 PM

Perks

• Discretionary Performance‑Related Annual Bonus.
• Workplace pension scheme – we invest in your future with a workplace pension scheme, contributing 5 % on earnings up to £50,000.
• Private medical insurance.
• Employee Assistance Programme.
• Cycle to work scheme.
• Season ticket loan.
• Free Chip X subscription for UK‑based employees.
• We are an equal‑opportunity employer and value diversity.
• Flexible working arrangements.
• 28 days holiday plus bank holidays, plus the days between Christmas and New Year.
• Annual training budget for courses, workshops, or conferences to help you advance your career.
• £30 per month Chip Fitness Benefit.
• Company laptop.
• Opportunity to have a huge impact on our product while fast‑tracing your knowledge, responsibility and skills in a high‑growth fintech startup.
• Interview Process
• Video screen with someone from our Talent team.
• Video interview with the hiring manager.
• Final interview with Senior Stakeholders.
• Equal Opportunities

We are an equal‑opportunity employer.

We welcome applications from people of all genders, races, sexual orientations, religions, ages and abilities.

We encourage a diversity of backgrounds and experiences as part of our decision‑making process.

Note to Agencies

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our roles.

Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to unsolicited CVs.

Chip explicitly reserves the right to hire candidates 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.

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