Director, CRM- AI Transformation

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were 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. Were 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.

About the team and role:

Were seeking a visionary strategically minded AI leader to redefine how eBay delivers customer experiences through CRM. As Director CRM AI Transformation you will lead the creation and execution of a next-generation CRM machine - one that is personalized AI-powered data-driven and integrated across every customer touchpoint.

This is a new and highly strategic role within the Marketing organization - not a traditional marketing or campaign operations role. You wont be managing day-to-day campaigns; instead youll be designing the future-state CRM ecosystem from the ground up. Your focus will be on working across the organization to build foundational capabilities including platforms measurement frameworks AI integration personalization systems and test-and-learn infrastructure that will enable marketers to execute CRM smarter faster and at scale.

The Director will start as an individual contributor working hands-on to define the vision roadmap and cross-functional operating model. But this role is not just about setting strategy - its about building the future of CRM at eBay. Youll be responsible for shaping the capabilities processes and team structure needed to bring that vision to life laying the groundwork for scalable execution across systems content and data.

This role sits at the intersection of MarTech Data Science and CRM Marketing guiding how eBay develops and scales customer-first experiences through technical innovation and platform thinking. Youll be instrumental in ensuring that eBays CRM evolves from a traditional messaging channel into a dynamic AI-driven relationship engine one that deepens trust increases relevance and drives loyalty across our global customer base.

What will you accomplish:

Strategy & Transformation Roadmap Ownership

• Define and champion a bold vision for an AI- and ML-enabled CRM platform that aligns business outcomes with customer experience goals and technical capabilities.

• Identify and prioritize high-impact use cases for personalization orchestration and generative content across the customer journey.

• Lead a multi-year transformation journey grounded in lifetime value automation and journey-centric design principles.

• Translate strategic vision into actionable plans including success metrics learning agendas and feedback loops to guide cross-functional execution.

Capability Design & Technical Enablement

• Collaborate with MarTech Customer Identity and Data Science teams to define business requirements for foundational capabilities: personalization engines real-time orchestration data capture strategies and generative content workflows.

• Provide business context and user-centric logic to guide system design integration priorities and capability sequencing.

• Identify platform and tooling gaps; collaborate on build/buy analysis in partnership with MarTech or Data Science stakeholders to evolve the CRM ecosystem.

• Drive cross-functional capability development with a focus on enabling CRM at scale not on operating individual campaigns.

Collaboration & Change Leadership

• Build strong partnerships with CRM Data Science MarTech Analytics and Creative organizations to align on the CRM operating model.

• Document and socialize the new vision and execution model across stakeholders ensuring clarity on handoffs governance and future-state processes.

• Manage key vendors and platform relationships as needed to deliver on the transformation roadmap.

Measurement Learning & Optimization

• Define north star KPIs and leading indicators and build robust tracking systems.

• Partner with Data Science to ensure AI models are optimizing against the right objectives and customer behaviors.

• Lead test-and-learn initiatives to accelerate learning across targeting content and orchestration logic.

• Ensure fast feedback loops and intelligent escalation / defect handling systems.

Leadership Collaboration and Change Management

• Build lead and inspire a team of technical personalization / AI experience specialists.

• Build strong collaborative partnerships with stakeholders across Marketing Product Technology Analytics Data Science Brand and Creative.

• Document and socialize the future-state CRM operating model ensuring clarity around roles handoffs and governance structures.

• Continuously scan best-in-class CRM practices customer-facing experiences and platform innovations to inform eBays roadmap and identify strategic investment opportunities.

What will you bring:

Technical Fluency Systems Thinking

• Experience defining vision and delivering AI-driven experience systems.

• Strong product fluency with the ability to understand data flows API integrations ML pipelines.

• Proficient in SQL and R (or Python) for exploratory data analysis prototyping and insight generation.

• Skilled at partnering with MarTech Data Engineering and Data Science to define requirements and shape AI-powered capabilities.

• Familiar with test design incrementality frameworks and performance measurement in model-based environments.

• Understanding of AI governance principles including explainability.

• Able to evaluate technical trade-offs and system constraints to inform scalable customer-centered solutions.

Strategic Strength

• 10 years of experience in technology technical marketing or personalization with a proven track record of using technology data and AI to drive measurable customer and business growth.

• Demonstrated ability to define and lead end-to-end strategy from identifying opportunities and framing business cases to driving prioritization resourcing and organizational alignment.

• Experience leading 01 or transformation initiatives that required rethinking legacy systems building new capabilities and influencing change across complex matrixed environments.

• Strong business acumen with the ability to translate abstract customer needs and data opportunities into clear actionable roadmaps tied to growth retention and customer lifetime value.

• Skilled at aligning stakeholders across marketing product data and engineering teams through persuasive storytelling strategic clarity and outcome-driven planning.

Customer-Centered Design Mindset

• Demonstrated success designing CRM strategies and messaging that resonate across lifecycle stages and segments.

• Experience shaping journeys content frameworks and experiences grounded in customer needs and behavioral insights.

Collaborative Leadership

• Proven track record navigating large matrixed organizations and aligning diverse stakeholders around a shared vision.

• Executive presence with strong storytelling and influence skills able to bridge strategy technology and customer experience domains.

The applicable base pay range for this position is dependent on work location. The base pay range inthe San Francisco Bay Area New York City Metro and Seattle Metro is expected in the range below:

The base pay range for all other U.S. work locations 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.

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