Global Markets Lead – Global Buyer CRM

Overview

In this senior role, you will lead the Global Markets CRM strategy across multiple regions to drive retention, loyalty and long-term engagement through evidence-based customer insights and scalable content. You’ll partner with cross-functional teams to shape a global CRM program that balances local nuance with global consistency, while steering AI-powered content and decisioning for personalized experiences. You’ll build high-accountability teams, define market priorities, and guide learning agendas to inform prioritized, impact-focused CRM initiatives. This role offers the opportunity to transform CRM from campaign-led efforts to an intelligent growth engine at scale, impacting revenue and

Responsibilities

• Own the cross-market CRM strategy aligning customer insight, business priorities and market dynamics
• Define target segments, experiences, moments, and rationale for global markets
• Lead insights, learning agenda, and market prioritization to focus on high-value customer problems
• Drive growth outcomes across key markets and Focus Customers/ Experiences in owned channels
• Shape CRM content strategy for the AI Engine and ensure modular, scalable content
• Own performance visibility and cross-market reviews to adjust strategies based on signals
• Influence senior partners across Trading, Product, Marketing, Analytics, and AI Transformation
• Develop Market Leads and senior CRM talent, fostering high-accountability teams
• Promote evidence-led prioritization and reduce reactive campaign planning
• Establish and propagate customer-centric decision-making frameworks across Global Markets
• Collaborate as senior CRM partner to align market asks with CRM strategy
• Represent Global Markets CRM in senior forums to communicate priorities and risks

Key requirements

• Significant CRM leadership experience in ecommerce, marketplace, retail or digital business
• Experience managing multiple markets with global/local balance
• Deep CRM expertise across lifecycle, trigger-based and personalized engagement
• Strong understanding of customer journeys, segmentation, channel strategy and owned-channel performance
• Ability to translate customer insight into strategy beyond briefs
• Analytical skills blending qualitative research, behavioral data and market context
• Commercial fluency with targets, investment trade-offs and performance accountability
• Excellent critical thinking and problem-solving in ambiguous environments
• Creative judgment for relevant and valuable content
• Experience influencing senior partners without direct authority
• Track record of developing high-accountability teams and coaching talent
• Comfort with AI-powered tools and interest in AI-driven CRM evolution
• Forward-looking view on AI, automation and decisioning in CRM

• leadership
• influence and collaboration
• coaching and mentoring
• CRM strategy and lifecycle management
• data-driven decision making
• market prioritization and hypothesis formulation

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