The Senior Director, Brand Insights will lead brand insights and measurement for eBay. In this role, you will align senior stakeholders across the company to ensure our efforts move the needle on brand KPIs and guide the measurement instruments including Brand Tracker, NPS tracker, etc.. eBay’s brand reaches buyers, sellers, consumers, merchants, advertisers. With over 165 million active buyers in 190 countries today, coupled with our ambitious plans for sustainable long-term growth in the future, deep customer insights and strong brand differentiation will be key to our success. That’s why we’re looking for an insights leader who is passionate about understanding customers and building brands.
Drive a customer and market view into brand strategy
Partner with eBay’s VP of Global Brand and the Director, Global Brand Strategy Director, and others leaders across the company
Provide an integrated view of customer needs, brand health, and competitive landscape; at a global level and in key markets
Evaluate strategic options, make data-based recommendations, and enroll executive & operational managers across eBay
Build a modern, quantitative brand measurement system
Take ownership for eBay’s existing survey-based measurement systems (brand tracking surveys, NPS), and lead the team that manages this system
Leverage previously under-utilized data sources e.g. behavioral data, social media, etc.
Experiment in areas such as new analytical methods, data visualization, etc.
Lead a motivated, skilled team of eBay employees and vendors.
Qualifications
Experience
Minimum 15 years’ experience in customer research and analytics.
Strong preference for candidates with experience working on one or more top brands.
Experience in B2C is required; additional experience in B2B will be a plus
Experience in multiple countries will be a plus
Technical skills
Familiar with both market research and data analytics and expert in at least one of these areas. Expertise in both will be a significant plus.
Market research: survey research, focus groups, in-depth interviews, extended ethnography, segmentation studies, pricing studies, customer satisfaction studies, etc. Includes the use of survey data to build analytical models.
Data analytics: extraction and presentation of data from large sets; exploratory analysis; building descriptive and predictive models; experimental design; design of data products; SQL / R / Python.
Experience in the use of social media analytics and web analytics will be a plus
Equally comfortable directing others, or doing the work yourself
Communication skills
Ability to persuasively align senior leaders and key stakeholders
Excellent presentation skills. Can engage an audience, and can communicate complex ideas in simple ways.
Good interpersonal communication: listens to understand, makes others feel heard, expresses self clearly.
Attitude
Can-do attitude. Likes to solve problems in the most pragmatic way.
Humility. Enjoys learning from others.
Resilient. Learns from mistakes. Welcomes differences of opinion. Embraces the challenge of driving change.
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