Customer Retention Manager

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 Marketplaces operates in 190 markets around the world.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

eBay HiPo (High Potential) Emerging markets unites a region of 170+ countries.

eBay runs cross border trade business in these markets, focused on international export and import. It’s led by a dynamic international team located in Hong Kong, Israel, China, Czech Republic, USA and Mexico.

eBay is looking for an experienced Customer Retention Manager to join our Customer Success team.

Based in Prague, scope is entire HiPo region (all emerging countries)

About the job

The essence of the role is to lead eBay’s HiPo customer retention and reduce customer churn,by shaping priorities, and work across HiPo and other eBay teams.

Reporting to the Head Of Marcom you will be supporting our seller retention efforts. Your mission will be focused on analyzing data to identify causes of churn and creating high quality marketing activities aiming to educate and increase the engagement of our mass managed sellers across all of the HiPo region.

As the Customer Retention Manager you will be working in close cooperation with the Marketing team, product teams, education, customer support, finance, legal & analytics teams.

Job Responsibilities

• Analyze data and identify reasons for seller churn, conduct interviews, surveys to get qualitative insights
• Develop strategies to arrest churn basis quantitative and qualitative data
• Help grow eBay’s HiPo GMV by implementing the right marketing and communication strategy towards ebay’s existing sellers.
• Collaborate with cross-functional teams such as Marketing, Education and BD to execute the Marcom strategy
• Create engaging marketing campaigns and increase sellers retention & loyalty while growing overall HiPo GMV.
• Initiate & execute seller promotions, while working with numerous interfaces.
• Analyze and optimize campaigns, constantly looking to improve our marketing efforts
• Continually look to monitor and optimize key performance metrics and emerge with action items

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• Experience in Account Management, Customer Success,Marketing Management or related roles in the e-commerce, media, telecom, or technology sector.
• Ability to speak, read and write in English fluently. Other languages an advantage

Job Requirements:

• Proven experience in implementing an international customer retention strategy.
• Solid understanding in e-commerce and tech space
• Ability to analyze data, identify trends, present key findings, and apply findings to future programs.
• SQL knowledge is preferred
• Ability to work in a dynamic and changing environment.
• Effective relationship-building, facilitation, and communication skills.
• Ability to work in a cross-functional environment including education and marketing to implement feedback-driven improvements
• Proven at leading multiple projects at a time while paying attention to detail
• Great at solving problems and flexible in your approach

 

About Zeta Global
Zeta Global is a  data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth.

Our technology runs on the Zeta Marketing Platform, which powers ‘end to end’ marketing programs for some of the world’s leading brands. With expertise encompassing all digital marketing channels – Email, Display, Social, Search and Mobile – Zeta orchestrates acquisition and engagement programs that deliver results that are scalable, repeatable and sustainable.

 

Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, relig