European Director of Relationship Marketing and Loyalty Programs (Zurich, Switzerland)

This is a critical and senior role in eBay’s European team. With its high market share and penetration in key markets, eBay’s focus is shifting from acquisition to relationship marketing. It is core to eBay’s strategy to improve retention and to further grow activity of its current buyer and seller base. The European Head of Relationship Marketing plays a central role in this, having full responsibility for eBay’s key communication channels (Onsite Marketing, E-Mail and Offline Direct Mail) and incentivisation levers (Coupons, Rewards Programme). The role calls for a balanced mixture of

• Innovative creation of new initiatives and approaches from within the Relationship Marketing area (e.g. around Top Buyer benefits and Merchandising),
• Collaboration with other business stakeholders to support a variety of company-wide projects (e.g. messaging of Purchase Protection Guarantees) and
• Operational Excellence in deploying the entrusted resources (team, budget, tools).

1) Job Responsibilities
Europe wide (12 countries) responsibility for and leadership of eBay’s Relationship and Loyalty Marketing:
- Relationship Marketing (RM) function organized in the following teams: Buyer Marketing (incl. Merchandising and Deals Marketing), Seller Marketing, Analysis & Planning, RM Operations (international Centre of Excellence in San Jose / Prague) and spanning across online / offline Direct Marketing (DM) and Onsite Marketing (OM) channels
- Loyalty Marketing consisting of strategy and operation of Couponing, Rewards Program, Top Customer Communication and Service levers
- Full ownership of the RM and Loyalty contra revenue and expense budgets, including forecasting, reporting and analysis (in close cooperation with Finance)
- Deliver target ROI and Operational Excellence in the execution of programs and channels and continuously improve and innovate around “the way we do RM” through strategic leadership, roll-out of new functionalities, improvement of our metrics system, etc.
- Customer Segment ownership for Top Buyers and representation of these customers in eBay’s strategy and product development cycles
- Identify and apply ways for “outside in” thinking (customer and competition)
- Effectively synthesize & communicate plans and progress for Exec audience
- Build strong relationships with the US RM, DMS, Merchandising and Loyalty teams and leverage/input into global infrastructure builds
- Actively contribute to and manage integration with adjacent teams and stakeholders (Other Marketing, Customer Support, US teams, Product Development, PayPal)
- Architecture and oversee the agency support needed across the various channels
- Management and development of a diverse team of 5 directs and 36 total across 3 locations (Zurich, San Jose, Prague)

Qualifications
- Ability and comfort to absorb unstructured situations and transform into pragmatic approaches and team priorities
- Highly analytical / quantitative, can work with analytics teams on data based problem solving and optimization
- Comfortable around both business and technology related topics
- Leadership: can motivate the team and develop individuals
- Drive: self-starter / doesn\'t take ‘no’ for an answer / can work through organisational obstacles
- Proven ability to structure, oversee and “carry through” complex projects
- Collaborative team player, can work cross-functionally to bring teams along
- Communication: good big picture / strategic synthesizer; can bridge between fine detail and exec summary
- Proven performer

3) Basic Qualifications
- BA/BS degree required, MBA preferred
- 10+ years of consumer marketing experience
- 5+ years Internet experience with a recognized brand (ideally in B2C retail)
- 5+ years experience in Relationship/Loyalty marketing; ideally with a deep subject matter expertise in either Merchandising or E-mail Marketing or Couponing
- 5+ years of experience in managing large (ideally multi-sited) teams
- Superlative leadership, negotiation, communication and presentation skills
- Ease with senior management and can effectively interface at many levels with top executives
- Fluent in English (ideally international / English speaking work experience). Further relevant language (German, French, Italian) a plus.
- Wider European e-commerce / retail experience a plus
- Strong strategic marketing orientation and tactical business sense, and a track record of building businesses and brands within highly competitive and fast paced consumer markets, preferably in new categories and/or markets

PLEASE SEND CV TO: ebayinternationaljob@ebay.com