Director, CRM Strategy and Operations

Director of Global CRM Strategy + Operations At eBay, we’re more than a global ecommerce leader—we’re redefining how the world shops and sells. Our marketplace connects millions of buyers and sellers across 190+ markets, creating opportunity, sustainability, and meaningful human connection through commerce. We put our customers first, champion authenticity, and welcome bold ideas. Every eBayer brings their unique self to work, helping us build a more inclusive and innovative future for global ecommerce. About The Team The Global CRM organization drives personalized, data‑driven engagement with millions of users worldwide through email, push notifications, in‑product messaging, and more. As Director of Global CRM Strategy + Operations, you’ll report to the Global Head of CRM and join a team of passionate, world‑class marketers redefining what customer relationship management means at global scale. About The Opportunity We’re seeking a visionary, highly strategic marketing leader to shape the future of CRM at eBay. In this highly visible, transformational role you will help shape and lead initiatives and operations that are central to our success. You will take ownership of high‑priority projects and ensure the team delivers tangible business impact, combining strategic problem solving and hands‑on leadership. What You’ll Lead Partner with senior leaders to prepare strategy updates, business cases, and stakeholder communications, driving alignment within and across the organization. Help define and elevate measurement frameworks that connect CRM performance to business outcomes, including retention, GMB, and customer lifetime value. Help design and operationalize test‑and‑learn systems that drive experimentation, accountability, and continuous improvement across programs and channels. Identify and scale emerging CRM channels, partnering with internal teams and external vendors to test and launch new engagement opportunities. Shape channel strategy by scanning the competitive landscape, anticipating disruption, and future‑proofing CRM approaches across markets. Integrate learning agendas into CRM roadmaps, transforming insights into scalable strategies that fuel sustainable growth. Drive operational excellence, building repeatable processes, tools, and communication rhythms that improve transparency, efficiency, and speed to impact. What You’ll Need 5+ years of experience at a top‑tier management consulting firm or in eCommerce with a strong focus on strategy and cross‑functional program leadership. Proven leadership experience in CRM or marketing strategy at global scale—ideally within technology, e‑commerce, or digital marketplaces. Deep expertise in CRM strategy and operations, including measurement frameworks, customer segmentation, contact strategy, and experimentation design. Strong analytical mindset with a track record of turning data into actionable insights that drive engagement, retention, and business growth. Exceptional cross‑functional influence, able to partner seamlessly with Product, Data Science, Analytics, Engineering, and Marketing leadership to drive alignment and impact. Strategic operator with strong executional discipline, capable of balancing visionary thinking with operational rigor and detail orientation. Comfort leading through transformation, building structure, clarity, and focus in complex or rapidly evolving environments. Strong communicator and storyteller, with the ability to synthesize complex information and inspire executive and global audiences. Bias for action, intellectual curiosity, and a growth mindset—passionate about customer‑centric innovation and measurable business outcomes. Seniority level Director Employment type Full‑time Job function Business Development and Sales Industries Technology, Information and Internet 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 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. #J-18808-Ljbffr