Sr. Director, Buyer Lifecycle Experience (San Jose)

This job is with eBay, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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.

The Global Customer Relationship Marketing (CRM) organization sits at the center of eBay's growth engine, driving significant customer engagement and contributing approximately 10% of total company revenue through owned customer communications. This role leads Global Buyer Lifecycle Experience, defining how, when, and why eBay engages customers across email, push, in-app messaging, onsite placements, and emerging owned channels. The role is responsible for crafting customer-centric, AI-powered communication strategies that drive revenue, loyalty, and long-term customer value at global scale.

As Senior Director, Buyer Lifecycle Experience, you will operate within a highly matrixed, Fortune 500 environment and serve as a direct report to the Global Head of CRM. You will collaborate closely with executive leadership, regional and category teams, and shared services including Product, Technology, Data Science, and Marketing. Your leadership will be critical in translating business priorities into scalable, intelligent CRM communication strategies that balance commercial performance with customer trust and relevance.

Key Responsibilities:

• Strategic Leadership: Align team against our strategic plan, focusing on customer engagement, driving sales and growing retention of buyers by delivering customer-centric, hyper-personalized CRM experiences.

• Lead and mentor a large, distributed team, fostering a culture of innovation, collaboration, and excellence. Ensure the team is equipped with the necessary skills and resources to achieve business goals.

• AI and Personalization: Leverage AI / data science and analytics to enhance the personalization and relevance of customer communications, driving improved engagement and lifetime value.

• Performance Analysis: Apply data-driven insights to measure the efficiency of CRM initiatives. Continuously optimize strategies based on performance metrics, robust experimentation and customer feedback.

• Work closely with cross-functional teams, including Marketing, Product, Technology, Recommendations and Data Science, Analytics, and Regional/Category business unit teams to ensure cohesive and integrated customer experiences.

• Stay abreast of industry trends and emerging technologies in CRM, finding opportunities to innovate and enhance eBay's customer relationship strategies.

Requirements

• Bachelor's degree in Marketing, Business Administration, or a related field.

• Technical depth and proven experience with building engaging, customer focused end to end user experiences; designing elegant solutions to complex problems that require integrations with multiple platforms, domains and services; and driving analysis of qualitative and quantitative data and metrics to derive opportunities, gaps and solutions. 

• Strong AI and data analytic acumen, and proven application using these tools to build personalized, scalable customer experiences

• Excellent leadership and team management skills, with experience leading large, globally diverse teams.

• Strong, concise communicator and effective story-teller; experience using both analytics and qualitative research to express the vision and strategy of the experience.

• Proven ability to operate effectively at multiple levels including setting clear vision to diverse skills and rolling up your sleeves/deep diving on concepts when needed. Excellent interpersonal and organizational skills, with the ability to thrive in a constantly evolving environment. 

• Experience in e-commerce, and an MBA, is highly desirable.

• Up to 25% travel requirement

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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  View email address on apply.placed-app.com . 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. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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