Director of CRM - AI Transformation, eBay
$148.4-254.2k
Salary dependent on location
SQL
Python
R
Expert level
Austin
Boston
San Francisco Bay Area
Leading online marketplace
Job no longer available
Leading online marketplace
1001+ employees
B2CRetailLifestyleMarketplaceSustainabilityConsumer GoodseCommerce
Job no longer available
$148.4-254.2k
Salary dependent on location
SQL
Python
R
Expert level
Austin
Boston
San Francisco Bay Area
1001+ employees
B2CRetailLifestyleMarketplaceSustainabilityConsumer GoodseCommerce
Company mission
To connect people and build communities to create economic opportunity for all.
Role
Who you are
- Experience defining vision and delivering AI-driven experience systems
- Strong product fluency, with the ability to understand data flows, API integrations, ML pipelines
- Proficient in SQL and R (or Python) for exploratory data analysis, prototyping, and insight generation
- Skilled at partnering with MarTech, Data Engineering, and Data Science to define requirements and shape AI-powered capabilities
- Familiar with test design, incrementality frameworks, and performance measurement in model-based environments
- Understanding of AI governance principles, including explainability
- Able to evaluate technical trade-offs and system constraints to inform scalable, customer-centered solutions
- 10+ years of experience in technology, technical marketing or personalization, with a proven track record of using technology, data and AI to drive measurable customer and business growth
- Demonstrated ability to define and lead end-to-end strategy, from identifying opportunities and framing business cases, to driving prioritization, resourcing, and organizational alignment
- Experience leading 0→1 or transformation initiatives that required rethinking legacy systems, building new capabilities, and influencing change across complex, matrixed environments
- Strong business acumen with the ability to translate abstract customer needs and data opportunities into clear, actionable roadmaps tied to growth, retention, and customer lifetime value
- Skilled at aligning stakeholders across marketing, product, data, and engineering teams through persuasive storytelling, strategic clarity, and outcome-driven planning
- Demonstrated success designing CRM strategies and messaging that resonate across lifecycle stages and segments
- Experience shaping journeys, content frameworks, and experiences grounded in customer needs and behavioral insights
- Proven track record navigating large, matrixed organizations and aligning diverse stakeholders around a shared vision
- Executive presence with strong storytelling and influence skills, able to bridge strategy, technology, and customer experience domains
What the job involves
- We’re seeking a visionary, strategically minded AI leader to redefine how eBay delivers customer experiences through CRM
- As Director, CRM AI Transformation, you will lead the creation and execution of a next-generation CRM machine - one that is personalized, AI-powered, data-driven, and integrated across every customer touchpoint
- This is a new and highly strategic role within the Marketing organization - not a traditional marketing or campaign operations role
- You won’t be managing day-to-day campaigns; instead, you’ll be designing the future-state CRM ecosystem from the ground up
- Your focus will be on working across the organization to build foundational capabilities, including platforms, measurement frameworks, AI integration, personalization systems, and test-and-learn infrastructure that will enable marketers to execute CRM smarter, faster, and at scale
- The Director will start as an individual contributor, working hands-on to define the vision, roadmap, and cross-functional operating model
- But this role is not just about setting strategy - it’s about building the future of CRM at eBay
- You’ll be responsible for shaping the capabilities, processes, and team structure needed to bring that vision to life, laying the groundwork for scalable execution across systems, content, and data
- This role sits at the intersection of MarTech, Data Science and CRM Marketing, guiding how eBay develops and scales customer-first experiences through technical innovation and platform thinking
- You’ll be instrumental in ensuring that eBay’s CRM evolves from a traditional messaging channel into a dynamic, AI-driven relationship engine, one that deepens trust, increases relevance, and drives loyalty across our global customer base
- Define and champion a bold vision for an AI- and ML-enabled CRM platform that aligns business outcomes with customer experience goals and technical capabilities
- Identify and prioritize high-impact use cases for personalization, orchestration, and generative content across the customer journey
- Lead a multi-year transformation journey grounded in lifetime value, automation, and journey-centric design principles
- Translate strategic vision into actionable plans, including success metrics, learning agendas, and feedback loops, to guide cross-functional execution
- Collaborate with MarTech, Customer Identity and Data Science teams to define business requirements for foundational capabilities: personalization engines, real-time orchestration, data capture strategies, and generative content workflows
- Provide business context and user-centric logic to guide system design, integration priorities, and capability sequencing
- Identify platform and tooling gaps; collaborate on build/buy analysis in partnership with MarTech or Data Science stakeholders to evolve the CRM ecosystem
- Drive cross-functional capability development with a focus on enabling CRM at scale, not on operating individual campaigns
- Build strong partnerships with CRM, Data Science, MarTech, Analytics and Creative organizations to align on the CRM operating model
- Document and socialize the new vision and execution model across stakeholders, ensuring clarity on handoffs, governance, and future-state processes
- Manage key vendors and platform relationships as needed to deliver on the transformation roadmap
- Define north star KPIs and leading indicators and build robust tracking systems
- Partner with Data Science to ensure AI models are optimizing against the right objectives and customer behaviors
- Lead test-and-learn initiatives to accelerate learning across targeting, content, and orchestration logic
- Ensure fast feedback loops and intelligent escalation / defect handling systems
- Build, lead and inspire a team of technical personalization / AI experience specialists
- Build strong, collaborative partnerships with stakeholders across Marketing, Product, Technology, Analytics, Data Science, Brand, and Creative
- Document and socialize the future-state CRM operating model, ensuring clarity around roles, handoffs, and governance structures
- Continuously scan best-in-class CRM practices, customer-facing experiences, and platform innovations to inform eBay’s roadmap and identify strategic investment opportunities
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.
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