Senior Director, Global Head of CRM, eBay
$189.6-321.8k
Leading online marketplace
Open for applications
Leading online marketplace
1001+ employees
Open for applications
$189.6-321.8k
1001+ employees
Company mission
To connect people and build communities to create economic opportunity for all.
Role
Who you are
- 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
What the job involves
- 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)
- 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
Our take
Founded in 1995 as an online auction platform primarily catering to collectibles, eBay quickly emerged as a pioneer in connecting buyers and sellers in the digital realm. This early success propelled eBay to become to globally recognized leader it is today.
In the present landscape, eBay competes with industry giants like Amazon within the C2C eCommerce sector. However, eBay distinguishes itself by fostering an environment where businesses can cultivate and promote their brands on the platform, offering a tailored, community-driven experience for both sellers and buyers. By championing small businesses, eBay attracts sellers and socially conscious consumers, positioning itself in stark contrast to Amazon's corporate image.
The rising consumer interest in sustainability has presented economic opportunities for eBay, particularly as younger demographics gravitate toward purchasing pre-owned items. in response, eBay has directed its marketing efforts toward Gen Z customers and formed partnerships with cultural phenomena like Love Island, further solidifying its appeal among contemporary audiences.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Company benefits
- Comprehensive and competitive health and wellness program designed to meet your unique needs.
- We strive to provide programs that help support both mind and body, including quality healthcare insurance, wellness programs and preventative care.
- Stock Purchase Plans
- Retirement Savings and Pension Plans
- Stock Awards
- Life Insurance and Disability Benefits
- Credit Union Memberships
- Balancing work & life - eBay believes in providing you with the opportunity to be your best self in your professional and personal life. In addition to supporting flexible workstyles including hybrid and remote, eBay offers 4 weeks of paid sabbatical time for every 5 years of service
- Giving back to our community - We provide our employees around the globe with opportunities to have a positive impact on their local communities. Through the eBay Foundation, our company matches donations to eligible nonprofits up to $10,000 per employee per year. And our employee-led volunteer groups organize local giving and volunteering activities throughout the world
Company HQ
Greylands, San Jose, CA
Leadership
Jamie Iannone
(CEO, not founder)Studied at Princeton and Stanford University. Held executive roles at Walmart, Barnes & Noble, and The Children's Place, before becoming CEO of eBay in April 2020.
Salary benchmarks
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