Hybrid Director, CRM Strategy, Operations

at eBay

• Job title: Director, CRM Strategy, Operations
• Job type: Full Time
• Experience level: Lead
• Salary: $148,400 - $220,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Austin, United States

About the role

• Director of CRM Strategy at eBay shaping global customer relationship management initiatives. Driving personalized engagement and operational excellence for millions of users through strategic leadership.

Responsibilities

• 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.

Requirements

• 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, ecommerce, 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 - with a passion for customer-centric innovation and measurable business outcomes.

Benefits

• 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)