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 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.

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.

The role isn't a "keep the journeys running" kind of 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'll 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'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.

What you can expect to be doing:

• 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.

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'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.

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. 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.

Why Chip:

We're building a modern wealth platform designed to help people grow their money over the long term, with over 400,000 customers trusting us with billions in assets. You'll join at the most consequential moment in our history: pensions launching, an AI wealth agent in development, a multi-year Channel 4 partnership just beginning, and a lifecycle function ready to be built into a genuine profit centre. Few CRM roles in UK fintech offer this combination of scope, authority and problems worth solving.

Working Hours:

• Monday to Thursday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 4:00 PM (Start your weekend early!)

Enjoy a structured yet balanced workweek, with an early Friday finish to kickstart your weekend!

PERKS:

• £100,000 per annum
• 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 (medical history disregarded)
• Employee Assistance Programme
• Cycle to work scheme
• Season ticket loan
• Free ChipX 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 to suit your Mental/Physical Wellbeing
• Company laptop
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup.

Our Interview Process:

• Video screen with someone from our Talent team
• Video interview with the hiring manager
• Final interview with Senior Stakeholders

About Chip:

Chip’s mission is to make your life wealthy. We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions. We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth.

The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 400,000 active customers and looks after over £6 billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose.

Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs. Our funding story though is a little different. Chip is one of the most crowd-funded businesses in Europe, having raised over £50 million from 29,000 investors, over 9 years. Crowdfunding is in our DNA and only Brewdog has more investors than Chip.

Our vision is to be the most personal digital wealth manager in the UK.

Who we are:

Chip has a creative and diverse team of 180, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.

Our Values:

• Be ACCOUNTABLE: Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible.
• Be BOLD: Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers.
• Be COLLABORATIVE: Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together.

Equal Opportunities:

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.

Note to Agencies:

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) 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.