CRM Build Manager

Chip is building the UK's most personal digital wealth manager. Achieving that means building the most personalised lifecycle experience possible — communications that meet customers at the right moment across onboarding, activation, balance growth, and cross-sell. Alongside this sits a parallel obligation: maintaining Chip's standing with the FCA, FSCS, and other regulatory bodies through reliable incident and service communications.

The CRM team is structured around two paths: the Growth Path, covering lifecycle and growth marketing communications, and the Reactive Path, covering incident and service communications. This role builds and executes across both, in Braze, across email, push, in-app messaging, and Content Cards.

This role is intentionally ring-fenced from Growth & Performance revenue targets.

Your focus is best-in-class execution. You're accountable for building every message, campaign, and automation to a high standard – planning and stress-testing the logic behind what gets sent to a user and when, and making sure that everything that reaches a customer is compliant, on brand, and optimised for deliverability and customer experience.

You're also accountable for maintaining and continuously improving a build process sharp enough that stakeholders across teams actually follow it. The faster CRM can build and ship, the faster the team learns what's working – and the more clearly CRM can show its contribution to the wider business.

You'll bring a builder's precision to the work, paired with a genuine curiosity about how it could be done better. Part of that is looking for ways to make CRM build faster and stronger with the help of AI.

• You’ll be accountable for end-to-end build and execution of CRM requirements across email, push notifications, in-app messaging, content cards, and other channels that we may test and adopt over time.
• Translate Strategy and Ops requirements into high-quality production outputs in Braze.
• Build and maintain campaigns and canvases, message variations, dynamic content blocks and reusable modules, and segments.
• Ensure excellent attention to detail: links, rendering, logic, personalisation, fallbacks, audience, channel behaviour.
• Identify and surface opportunities to improve how CRM is built, including exploring new channels, new Braze features or capabilities, and better build practices.
• Deliver builds to a standard that reflects industry CRM best practice, factoring in optimal send times, audience overlap, and campaign sequencing when planning turnaround.
• Approach build process design and improvement with a product-management mindset: consult the stakeholders who use or depend on the process, gather their input, and iterate based on what stakeholders and the business need.

• Monitor engagement and deliverability metrics across channels — including deliverability, bounce, complaint, and engagement rates for email, push, in‑app messaging, and Content Cards — and work with Operations to protect deliverability as CRM volume scales.
• Use behavioural patterns from live builds (e.g. IAM dismissal vs. CTA selection, channel subscription rates) to inform how future CRM is built.

• Run the CRM QA App as a first pass on every build, followed by manual review for judgement calls it can’t make (tone, edge cases, context-specific logic) — confirming builds match their approved brief and reflect best‑practice scheduling before send.
• Validate customer experience across channels and devices, and check targeting, suppression, and eligibility logic.
• Monitor live automations you're accountable for — catching breakages or outdated content,…