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Sr. Manager, CRM AI Transformation

15 hours ago

Toronto, Ontario, Canada eBay Full time

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.

About The Team And The Role
We're seeking a dynamic leader to transform how eBay delivers customer experiences through CRM. As Senior Manager, CRM AI Transformation, you will drive the vision for the next-generation CRM platform, systems, and processes. This is a newly crafted, strategic role reporting into the Director, CRM AI Transformation, with hands-on remit across Marketing, Data Science, Analytics, and MarTech.

Unlike traditional campaign management, your focus will be crafting, building, and optimizing the future-state of our CRM platform to enable orchestrated, customer-first experiences at scale. You will own the vision and build the business requirements for marketer workflows and their related technology. This technology will automate most workflows. It will help marketers increase testing velocity and deliver customer value more effectively. You will translate the business needs into product requirements in partnership with MarTech, while working with partner teams and CRM leads to ensure key use cases are accounted for.

This role blends strategy, technical enablement, and operational rigor. You'll translate the CRM transformation roadmap into actionable strategies, solutions, and initiatives with meticulous testing in service of elevating how eBay powers trust, relevance, and dedication for every customer.

What You Will Accomplish

  • Translate strategic objectives into actionable plans, including prioritization of use cases, success metrics, test-and-learn programs, and feedback loops for continuous optimization.
  • Build a detailed 6-12 month testing agenda to implement, test, and iterate on technical solutions, employing partner teams to implement.
  • Collaborate with CRM leads, MarTech, and Analytics teams to define requirements crafting how marketers' workflows will evolve: interfaces for orchestration, AI data-informed insights, content creation, performance of models and agents.
  • Build positive relationships and discuss the vision, roadmap, and processes with the broader team to drive consensus, clarity, and flawless execution.
  • Continuously supervise and integrate industry best practices and innovations to advise and elevate eBay's CRM roadmap, bringing in third party vendors to MarTech for consideration when relevant.

What You Will Bring

  • Track record of translating strategic visions into actionable roadmaps, prioritizing use cases, developing measurement frameworks, and leading test-and-learn programs.
  • Track record of identifying platform and tooling gaps and conducting hands-on analyses in partnership with technical stakeholders.
  • Track record of building partnerships across Marketing, Product, Technology, and Analytics to deliver change and alignment.
  • Experience leading or influencing cross-disciplinary teams, encouraging technical teams, and driving customer-centric, agile experimentation throughout the organization.
  • Ability to socialize technical models, processes, and operating frameworks across a matrixed organization to ensure governance and clarity.
  • 8+ years proven experience in CRM, personalization, data science, technical marketing, or related digital transformation roles.

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