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Head of Customer Propositions

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 theworld? 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!

UK Customer Growth 

Withinnovative,excitingplansaheadfor our UK and globalbusinesses ,puttingthe customer at the heart of everything wedo, the UK Customer Growth Teamwill shape how eBay UK engageswithour29m+ customers.

The role 

We have an exciting opening for a customer-focused marketer to lead anexperienced  teamof individuals who will be overseeing the go to market plans for our key initiatives. The role will enable you to think strategically about how we show up as a loved and trusted marketplace, with responsibility for ensuring our customer-centric propositions always have insight at the heart. 

We are looking for adynamicleader toplay apivotalrole inactively contributing to our strategy, by ensuring we have propositions which help us stand out in the eyes of customers. 

You will be part of the leadership group within the UK Customer Growth team andyour team will be the driver of cross-team collaboration, working closely with BU leads/programmeowners to define what we should be saying to our customers and with the brand, comms and owned channel teams to bring propositions to life. 

With this view you will shape a long-term Customer Plan outlining the conversations we should be having with customers, to make sure eBay is relevant in their life. 

We would love to hear from you if you have proven e-commerce marketing experience at a senior manager levelwith a strong background in planning and execution, taking a project from idea to full implementation in a large complex organization. 

With astrong  senseof integrity, commercial agility, strategy, operational maturity and accountability, you will bring strong structured thinking and communicationskills.

Responsibilitiesinclude :

Developing a customer first propositions strategy

  • Setthe vision for Propositions and the role they can play in growing the UK business, from helping to acquire customers, to engaging and growing the value ofexisting ones

  • Ensure we have propositions to support all of our customer facing initiatives, and identify when we need to develop new ones, and evolve existing ones 

  • Oversee a Customer Plan which maps out the key themes relevant in the lives of customers and how our Propositions can speak to them 

  • Champion how we turn research and data into insight to build our propositions and deepen our understanding of customers 

Driving change in partnership with cross functional teams

  • Collaboratewith Business Units to create a process where Propositions are developed from day one withcustomer insight consistently at the heart of them

  • Lead collaboration with the Marketing Campaign Delivery team and Channel owners to operationalize the Customer Plan so it is supported across all channels 

  • Collaborate with the owners of the Brand and Performance budgets to shape investment plans which support the goals of the propositions 

  • Establish a process with Finance, Analytics and Insight team for interrogating the performance of our propositions from a customer and commercial perspective 

  • Work closely with Trading and BU Leadership to monitor the retail market and competitors to see opportunities and risks 

  • Manage expectations across the business and share updates in senior forums, bringing the right people into conversations at the right time 

  • Partner with global and regional marketing teams to understand their workstreams, find opportunities and identify key takeaways 

Building and nurturing a team of customer obsessed Proposition Managers

  • Leadand inspirea team of Proposition Managers to develop propositionswhich align to the overall Propositions strategy

  • Championand role modelcustomer led decision making across the Customer Growth team, with customer motivations, barriers andbehavioursas key drivers of the proposition 

  • Encourage a culture focused on continuous improvement in our propositions with clear test and learn agendas for everything we do

About you 

Leading withagility&inspiration…

  • Ability to work both independently and in a team, building and maintaining strong cross-functional relationships 

  • Strong communication skills, quickly able to gain trust and confidence with people at all levels 

  • Self-starter with excellentorganisationalskills and attention to detail 

Focusing on what matters…

  • Passionate about customers and a customer-first approach 

  • Highly competent in analytics and financial performance, able to commission but also interrogate insight 

  • Ease with executive-level interactions - ability to distil complex business issues and strategies to highlight insights and measurable recommendations in a concise and persuasive manner. Proven track record of strategic planning and execution, taking a project from idea to full implementation in a large complexorganisation

  • Proven record of delivery under pressure and an ability to excel in a dynamic and fast paced environment 

  • Results oriented with a consistent record in managing metrics with impact on business performance 

  • Effective time management, balancing being creative and curious with the need toprioritise

  • Ability to articulate vision and purpose for the initiatives and programs as it relates to long-term goals and objectives

Developingteams & individuals…

  • Strong people leadership skills, confident in providing mentoring and leadership from junior to senior members of the team, creating a climate where people are motivated to their best

  • Leadership experienceshowing capacity to set clear goals, and support team members to deliver them effectively 

  • Upbeat, flexible, and confident in leading through ambiguity 


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, eBayoffers 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. 

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring yourunique selfto work. To learn about our Diversity & Inclusion click here: 

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 [email protected]  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

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