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About the Role

This senior strategic leadership role is at the heart of CRM’s AI transformation, responsible for shaping how CRM understands, prioritizes, and activates customers across eBay's most significant markets. You will ensure the Global Markets CRM program is built on deep customer understanding and insight-led hypotheses, partnering closely with executive leadership and cross-functional teams to define the next generation of hyper-personalized CRM experiences.

Responsibilities

Lead a team to translate market-level business priorities and customer needs into a cohesive Global Markets CRM strategy that drives retention, loyalty, and long-term engagement.
Lead the customer insight, learning agenda, and market prioritization framework across markets, ensuring CRM focuses on the highest-value customer problems, moments, and experiences.
Raise the standard of customer thinking across Global Markets, build strong cross-market alignment, and ensure findings from one market are rapidly scaled, adapted, or challenged across others.
Play a pivotal role in leading the team shaping our content strategy for CRM’s AI Engine.
Own the CRM strategy across markets, connecting customer insight, business priorities, and market dynamics into a clear, evidence-based plan.
Define who we target, through what experiences, at what moments, and why.
Become the recognized CRM authority on customer behavior, motivations, engagement patterns, and market differences across key markets.
Own cross-market customer insight and CRM learning agenda, grounded in behavioral data, qualitative insight, commercial context, and customer hypotheses.
Set the strategic prioritization across markets, ensuring CRM focuses on the highest-value opportunities for customer and business impact.
Lead the team to identify the highest-value customer problems and opportunities across markets, using data, research, commercial insight, and market context to frame clear customer hypotheses.
Be responsible for growth outcomes across key markets, including Focus Customers and Focus Experiences from owned CRM channels.
Lead and coach the team to ensure laser focus on market performance, identifying what is working, what is not, and what findings should be scaled, adapted, or stopped.
Set the customer learning agenda for Global Markets, ensuring CRM is continuously testing, learning, and improving against the moments that matter most.
Build the global content strategy and approach required to support CRM’s AI Engine.
Set the standard for insight-led decision-making across Global Markets, ensuring business requests are balanced against customer needs, evidence, and long-term CRM strategy.
Ensure customer insight becomes the primary input into CRM prioritization, replacing reactive campaign planning with evidence-led decision making.
Become the senior partner for teams across Trading, Product, Marketing, AI Transformation, Analytics, and regional leadership.
Be responsible for the continued development of Market Leads and/or senior market team members, creating high-accountability, fast-moving teams.
Raise the standard of customer thinking across the team, introducing frameworks, insight routines, and guidelines that help teams move beyond campaign execution into customer-led strategy.
Partner with AI Transformation, Content, Product, and Analytics to shape how CRM’s AI Engine serves customers across markets.
Lead the team to identify what reusable content, modules, metadata, and decisioning inputs are required to test customer hypotheses and improve CRM relevance over time.
Support the team to prioritize content investments based on customer need, business value, and scalability across journeys, channels, and markets.
Ensure content strategy is modular, reusable, and adaptable across markets while preserving local relevance and customer trust.
Lead by example and become a champion for the use of AI-powered tools to create, iterate, and optimize high-quality CRM content at speed.
Help transform CRM from a campaign-led operating model into an AI-powered system that continuously learns and delivers more relevant experiences for every customer.
Own performance visibility across markets, ensuring market strategies are adjusted based on customer and commercial signals.
Lead regular cross-market reviews to identify what is working, where performance is under pressure, and takeaways we should scale.
Prioritize decisions that balance commercial objectives, customer needs, channel health, and long-term CRM value.
Challenge reactive briefs and subjective priorities by grounding decisions in evidence, customer insight, and opportunity sizing.
Act as the senior CRM partner for Global Markets, working closely with Trading BUs, Product, Marketing, Analytics, AI Transformation, and regional leadership.
Be the primary POC for VP GMs across markets.
Influence senior partners to align on customer priorities and make trade-offs between market asks, customer needs, and CRM strategy.
Partner with Market Leads to ensure each market has a clear strategy, strong execution rhythm, and a live understanding of customer performance.
Represent Global Markets CRM in senior forums, bringing clarity on priorities, performance, risks, and opportunities.
Lead and develop Market Leads and/or senior CRM team members across Global Markets.
Create a culture of clear ownership, fast learning, high standards, and experience accountability.
Coach teams to think from customer problem to hypothesis, experience, content, measurement, and learning, not simply from brief to campaign.
Set the quality bar for critical thinking, customer insight, partner management, and executional excellence.
Help teams navigate ambiguity and continued change through transformation, make confident prioritization decisions, and drive outcomes at pace.
Build, lead, and coach a team of exceptional Market Leads and Customer Strategists, raising the quality of critical thinking across Global CRM.
Build an environment where teams proactively find opportunities rather than respond to briefs.
Develop future leaders capable of shaping CRM strategy within their markets.
Develop future leaders who are set up to face ambiguity and a constantly evolving environment.

Requirements

Significant CRM leadership experience, ideally within ecommerce, marketplace, retail, technology, or another customer-led digital business.
Consistent record to operate across multiple markets, balancing global consistency with local customer and commercial nuance.
Deep CRM expertise across lifecycle, trigger-based, incentive-led, and personalized engagement programs.
Strong understanding of customer journeys, behavioral segmentation, channel strategy, and owned-channel performance.
Demonstrated ability to shape strategy through customer insight rather than simply completing business briefs.
Strong analytical skills, with the ability to combine qualitative research, behavioral data, commercial insight, and market context into clear customer hypotheses.
Commercial fluency, including comfort with financial targets, opportunity sizing, investment trade-offs, and performance accountability.
Excellent critical thinking and problem-solving abilities, with the ability to create clarity in ambiguity.
Creative judgment and a strong instinct for what makes content relevant, useful, and valuable to customers.
Experience influencing senior partners and aligning cross-functional teams without relying on direct authority.
A track record of developing high-accountability teams and coaching senior talent.
Confidence using AI-powered tools and passion for experimenting with new technologies.
A forward-looking view on how CRM, content, and customer engagement will evolve through AI, automation, and decisioning.
Strong culture builder with excellent coaching and mentoring skills.

Skills

CRM
Customer Insight
Market Prioritization
CRM Strategy
Learning Agenda
Scalable Content Strategy
Performance Delivery
AI Transformation
Customer Behavior Analysis
Data Analysis
Behavioral Data
Qualitative Research
Commercial Insight
Customer Hypotheses
Strategic Prioritization
Customer Journey Mapping
Segmentation
Channel Strategy
Owned-Channel Performance
Analytical Skills
Critical Thinking
Problem-Solving
Creative Judgment
Influencing
Cross-functional Alignment
Team Development
Coaching
AI-powered Tools
Experimentation
Automation
Decisioning

Location

Global

Work Type

Full-time

Experience Level

Senior
Leadership

About the Company

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.

Equal Opportunity

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 talent@ebay.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.