Senior Director, CRM

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

We are seeking a highly skilled and experienced Senior Director, Global Head of Customer Relationship Marketing (CRM), to lead and innovate our global customer communications strategy. In this leadership role, you will play a critical role in driving customer engagement, ARPA, retention, and lifecycle management through strategic CRM initiatives. This role will lead our global CRM efforts, leveraging cutting-edge technology (AI), automation, and analytics to maximize customer lifetime value and enhance the overall customer experience.


Job Description
The Company
Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid.


We operate a global, two-sided network at scale that connects merchants and consumers with 426 million active accounts (consisting of 392 million consumer active accounts and 34 million merchant active accounts) across more than 200 markets. PayPal helps merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.


We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.


PayPal is a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

The Position
We are seeking a highly skilled and experienced Senior Director, Global Head of Customer Relationship Marketing (CRM), to lead and innovate our global customer communications strategy. In this leadership role, you will play a critical role in driving customer engagement, ARPA, retention, and lifecycle management through strategic CRM initiatives. This role will lead our global CRM efforts, leveraging cutting-edge technology (AI), automation, and analytics to maximize customer lifetime value and enhance the overall customer experience.

This pivotal role will oversee a large, diverse team responsible for managing customer interactions across owned and operated channels, including email, push notifications, in-app messaging, and onsite banners. This team is maniacally focused on the customer acquisition funnel and the health of the 400m+ global customer base we have already.

Our business is complex, with markets in different states of maturity and consumers at different stages of their relationship with us. You will use your skills to ensure we are delivering delightful and personalized experiences that drive revenue growth and maximize profitability.


Primary Job Responsibilities

CRM Strategy Development: Develop and execute comprehensive CRM strategies to drive customer engagement, retention, and lifecycle management.

Lifecycle Management: Implement strategies to enhance customer experience, loyalty programs, and personalized marketing campaigns to increase customer retention rates and lifetime value.

Customer Segmentation: Conduct thorough market research and analysis to identify customer segments and behavior insights, enabling targeted and personalized marketing efforts.

Customer Acquisition & Engagement: Lead efforts to acquire new customers and ensure successful onboarding and engagement through CRM channels.

Technology Adoption: Evaluate, adopt, and continuously optimize CRM technologies to effectively manage customer relationships and enhance engagement.

Data Analytics and Measurement: Utilize data analytics and performance metrics to measure the effectiveness of CRM campaigns, optimize processes, and drive continuous improvement.

Team Leadership and Management: Lead a global and high-performing team of CRM professionals, providing guidance, mentorship, and support to achieve departmental and organizational goals.

Cross-functional Collaboration: Work closely with peers and partners in PayPal and Venmo Marketing, Creative, Sales, and Analytics to ensure cohesive and effective CRM strategies.

Budget & Resource Management: Oversee the budget for CRM activities, ensuring optimal allocation of resources to maximize ROI.


Reporting and Business Growth: Provide regular reports to senior leadership on goals, performance metrics, and business growth opportunities. Collaborate with executive leadership to develop strategic initiatives aligned with overall business objectives.

Market Expansion: Develop strategies for expanding into new markets or segments, including international markets, and oversee the execution of market entry plans.

Brand Accountability: Ensure consistent branding and messaging across all CRM channels and touchpoints to maintain brand integrity and build equity.

Experience And Skills

Bachelor's degree in Marketing, Business Administration, or a related field; MBA preferred.

Proven track record of success in CRM and lifecycle management within the financial services or related industry.

Deep understanding of CRM systems (Adobe) and emerging marketing technologie

Extensive experience managing large teams and multi-million-dollar budgets.

Experience executing programs using real-time marketing and personalization.

Strong analytical skills with the ability to translate data into actionable insights.

Excellent communication and leadership abilities, with experience presenting to senior executives.

Ability to thrive in a fast-paced, dynamic environment and drive results through innovation and collaboration.

Commitment to Diversity and Inclusion
PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

Job Description:

Essential Responsibilities:

• Develop and articulate a clear, compelling vision and strategy for the marketing function
• Provide key inputs as an industry leader and expert in marketing
• Inspire and lead the marketing team to achieve long-term success
• Align marketing strategies with PayPal-wide strategy and operations
• Drive innovation and continuous improvement in marketing practices
• Collaborate with executive leadership to ensure the marketing function supports overall business goals

Minimum Qualifications:

• Minimum of 18 years of relevant work experience and a Bachelor's degree or equivalent experience.

Subsidiary:

PayPal

Travel Percent:

0

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PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The US national annual pay range for this role is $188,000 to $323,950

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentaccommodations@paypal.com.

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.