Sr. Director, Global Head of CRM

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

eBay is seeking a dynamic and strategic Senior Director, Global Head of Customer Relationship Marketing (CRM) to lead and innovate our global customer communications strategy to over 130M buyers and sellers. This pivotal role will oversee a large, diverse team responsible for managing customer interactions across owned and operated channels, including email, push notifications, in-app messaging, and onsite marketing banners. The Senior Director of CRM will play a crucial role in driving sales, enhancing customer engagement, and fostering long-term retention through personalized and relevant communications. This position reports directly to the Chief Marketing Officer (CMO).

Key Responsibilities:

• Strategic Leadership: Develop comprehensive CRM strategy that aligns business objectives, focusing on customer engagement, driving sales and increasing retention of buyers and sellers. Champion this strategy amongst peers and gain buy-in from executive leadership.

• Team Management: Lead and mentor a large global team, fostering a culture of innovation, collaboration, and excellence. Ensure the team is equipped with the necessary skills and resources to achieve their goals.

• Customer Communications: Oversee the development and deployment of high-quality customer communications across all CRM channels. Build best-in-class operational process to maximize throughput and quality.

• AI and Personalization: Leverage artificial intelligence and data analytics to enhance the personalization and relevance of customer communications, driving improved engagement and conversion rates.

• Performance Analysis: Utilize data-driven insights to measure the effectiveness of CRM initiatives. Continuously optimize strategies based on performance metrics, robust experimentation and customer feedback.

• Collaboration: Work closely with cross-functional teams, including marketing, product, technology, data analytics, and regional/category business unit teams to ensure cohesive and integrated customer experiences.

• Innovation: Stay abreast of industry trends and emerging technologies in CRM, identifying opportunities to innovate and enhance eBay's customer relationship strategies.

• Budget Management: Oversee the CRM budget, ensuring efficient allocation of resources to maximize return on investment.

Qualifications:

• Bachelor’s degree in Marketing, Business Administration, or a related field

• Minimum of 10 years of experience in CRM, customer engagement, or related fields, with at least 5 years in a leadership role.

• Proven track record of developing and executing successful CRM strategies in a global context.

• Strong understanding of AI and data analytics as they apply to CRM and personalization.

• Excellent leadership and team management skills, with experience managing large, globally diverse teams.

• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.

• Strategic thinker with a customer-centric mindset and a passion for innovation.

• Experience in e-commerce or digital marketing is highly desirable.

• Up to 25% travel requirement

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

$189,600 - $321,750

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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