Copy Manager, US CRM

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The eBay Brand Creative team is seeking a
Copy Manager to lead CRM campaigns for the U.S. market
. This role is responsible for developing and directing editorial strategy across CRM channels, including onsite, email, push notifications, SMS, and other digital touchpoints. The ideal candidate will bring a customer-first approach, a strong sense of brand voice, and the ability to successfully lead and steer external copy teams to implement outstanding messaging.
The Copy Manager for U.S. CRM will be primarily responsible for coordinating the end-to-end creative development of owned-channel campaigns—executed largely through our external production agency. This role ensures that all copy aligns with eBay's brand voice and identity while resonating with U.S. audiences. While direct writing opportunities may arise, the core focus is on leading and guiding agency partners along the creative process, from initial concept through final delivery. The position will also involve close collaboration with cross-functional teams across marketing, brand, content, and design, contributing to the evolution and localization of eBay's broader marketing strategy. There may also be occasional involvement in top-of-funnel brand campaigns and select in-house copy development.
Responsibilities

• Lead all aspects of the development of U.S.-focused CRM marketing campaigns—managing external creative agencies from briefing through final delivery.
• Provide clear creative direction, editorial mentorship, and feedback to agency partners to ensure content aligns with eBay's brand voice and meets strategic objectives.
• Collaborate cross-functionally with internal teams—including marketing, brand, product, and design—to align campaign messaging with broader business and customer goals.
• Ensure all customer-facing content is tailored to U.S. audiences, maintaining brand consistency while reflecting regional tone and cultural nuance.
• Review and approve agency results, ensuring high-quality execution across email, push, SMS, social assets, and event communications.
• Contribute to in-house creative development as needed, particularly for high-priority or top-of-funnel brand initiatives.
• Present and support innovative ideas and communication approaches with internal team members, using customer feedback and data analysis.
• Monitor creative performance in partnership with CRM and analytics teams, and apply findings to optimize future campaign development.
• Assist in the ongoing evolution of the U.S. marketing voice by playing a role in defining standards, guidelines, and practices.

Qualifications

• 7+ years of experience in a copy leadership role, ideally within e-commerce, tech, or digital marketing environments
• Demonstrated experience successfully managing agencies through campaign development
• Bachelor's degree or equivalent experience in Communications, Marketing, Journalism, English, or a related field
• Strong portfolio demonstrating CRM-focused campaign work across email, SMS, push, and social channels
• Extensive experience managing creative agencies or freelance partners, including creative briefing, feedback cycles, and final approvals
• Proven ability to develop and evolve editorial direction that supports both brand consistency and market relevance
• Excellent writing and editing skills, with the ability to assess tone, clarity, and efficiency in agency-produced content
• Strong organizational and project management skills; comfortable overseeing multiple campaigns simultaneously
• Ability to collaborate with cross-functional teams while advocating for creative integrity and strategic alignment
• Experience using customer insights and campaign performance data to inform and optimize creative execution
• Familiarity with CRM tools such as Salesforce, Braze, or Iterable, and with creative asset management platforms; Adobe Creative Suite and FIGMA are a plus

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