Head of Customer Engagement & Retention

Location:

Berlin, Germany
Requisition Number:
R0045224

Head of Customer Engagement & Retention Marketing (f/m/d)

We Empower People and Create Economic Opportunity

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.

eBay’s strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a purpose-driven company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity and to be fearlessly inclusive? That’s who we are. If this sounds compelling, join eBay!

The Role 

As the Head of Customer Engagement and Retention, you are responsible for our customer engagement strategy in Germany to improve customer lifetime value and retention. You are building an integrated customer journey starting with the onboarding of new customers, increasing the frequency of less engaged customers, and improving our most active customers' loyalty and retention.  

You define the DE engagement and retention plan based on customer insights, identify & develop programs to improve customer lifetime value and work with your team to implement and optimize these programs. You collaborate closely with multiple cross-functional teams, including the global marketing team, to define and influence the global engagement strategy and ensure a state-of-the-art execution for Germany, reflecting country-specific priorities and brand strategy. You develop a customer-centric journey to help our customers understand why they should shop on eBay, build trust in the eBay marketplace, and discover relevant inventory propositions and marketplace features that make buying and selling easier for them.  

As Head of Customer Engagement and Retention you will be part of the DE marketing team, report to the Director Customer Engagement, Retail & C2C, and lead, develop and empower a group of 5 marketing managers.  

The Responsibilities 

  • Defining the DE engagement & retention strategy in close collaboration with the Marketing leadership team 

  • Leading the marketing strategy & execution of our local loyalty programs (eBay Plus, Rewards)

  • Collaborating closely with the global marketing team in defining and localizing the global engagement strategy

  • Managing and optimizing the customer engagement incentive budget based on ROI and spend efficiency 

  • Delivering a customer onboarding program for the first 90 days in collaboration with the global marketing team reflecting country-specific priorities, brand strategy, and customer needs

  • Identifying and developing additional programs, tactics, and tests to drive customer engagement in a customer-centric and scalable way

  • Developing strong partnerships with key stakeholders, defining cross-functional plans, and driving execution across the teams

The Profile

  • University degree – preferably in the field of marketing and/or eCommerce

  • At least 10 years of online marketing experience – preferable in customer engagement, loyalty marketing or CRM

  • Experience in leading and developing teams 

  • Customer-driven with the ambition to ensure the best e2e experience for our customers

  • Experience in developing a customer-focused and scalable engagement, retention& loyalty strategy

  • Proven track record in managing and developing complex, impactful marketing engagement programs 

  • Ability to exert influence at different levels up to VP, create strong partnerships, and ensure support and collaboration in a global matrix organization

  • Number driven mindset with experience in reporting, impact measurement, and AB testing

  • Great team player with a passion for working collaboratively 

  • Solution-focused growth approach with a 'can-do attitude'

  • Excellent written and spoken German and English

Benefits

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

#LI-TD1

#StepstoneDE

eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info

Head of Customer Engagement & Retention

Berlin, Germany Requisition Number R0045224 Subsidiary eBay

Head of Customer Engagement & Retention Marketing (f/m/d)

We Empower People and Create Economic Opportunity

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.

eBay’s strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a purpose-driven company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity and to be fearlessly inclusive? That’s who we are. If this sounds compelling, join eBay!

The Role 

As the Head of Customer Engagement and Retention, you are responsible for our customer engagement strategy in Germany to improve customer lifetime value and retention. You are building an integrated customer journey starting with the onboarding of new customers, increasing the frequency of less engaged customers, and improving our most active customers' loyalty and retention.  

You define the DE engagement and retention plan based on customer insights, identify & develop programs to improve customer lifetime value and work with your team to implement and optimize these programs. You collaborate closely with multiple cross-functional teams, including the global marketing team, to define and influence the global engagement strategy and ensure a state-of-the-art execution for Germany, reflecting country-specific priorities and brand strategy. You develop a customer-centric journey to help our customers understand why they should shop on eBay, build trust in the eBay marketplace, and discover relevant inventory propositions and marketplace features that make buying and selling easier for them.  

As Head of Customer Engagement and Retention you will be part of the DE marketing team, report to the Director Customer Engagement, Retail & C2C, and lead, develop and empower a group of 5 marketing managers.  

The Responsibilities 

  • Defining the DE engagement & retention strategy in close collaboration with the Marketing leadership team 

  • Leading the marketing strategy & execution of our local loyalty programs (eBay Plus, Rewards)

  • Collaborating closely with the global marketing team in defining and localizing the global engagement strategy

  • Managing and optimizing the customer engagement incentive budget based on ROI and spend efficiency 

  • Delivering a customer onboarding program for the first 90 days in collaboration with the global marketing team reflecting country-specific priorities, brand strategy, and customer needs

  • Identifying and developing additional programs, tactics, and tests to drive customer engagement in a customer-centric and scalable way

  • Developing strong partnerships with key stakeholders, defining cross-functional plans, and driving execution across the teams

The Profile

  • University degree – preferably in the field of marketing and/or eCommerce

  • At least 10 years of online marketing experience – preferable in customer engagement, loyalty marketing or CRM

  • Experience in leading and developing teams 

  • Customer-driven with the ambition to ensure the best e2e experience for our customers

  • Experience in developing a customer-focused and scalable engagement, retention& loyalty strategy

  • Proven track record in managing and developing complex, impactful marketing engagement programs 

  • Ability to exert influence at different levels up to VP, create strong partnerships, and ensure support and collaboration in a global matrix organization

  • Number driven mindset with experience in reporting, impact measurement, and AB testing

  • Great team player with a passion for working collaboratively 

  • Solution-focused growth approach with a 'can-do attitude'

  • Excellent written and spoken German and English

Benefits

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

#LI-TD1

#StepstoneDE

eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info