Copy Manager, US CRM

eBay•Portland, OR

About The Position

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet. Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all. About the team and the role: The eBay Brand Creative team is seeking a Copy Manager to lead CRM campaigns for the U.S. market. This role is responsible for developing and directing editorial strategy across CRM channels, including onsite, email, push notifications, SMS, and other digital touchpoints. The ideal candidate will bring a customer-first approach, a strong sense of brand voice, and the ability to successfully lead and steer external copy teams to implement outstanding messaging. The Copy Manager for U.S. CRM will be primarily responsible for coordinating the end-to-end creative development of owned-channel campaigns—executed largely through our external production agency. This role ensures that all copy aligns with eBay’s brand voice and identity while resonating with U.S. audiences. While direct writing opportunities may arise, the core focus is on leading and guiding agency partners along the creative process, from initial concept through final delivery. The position will also involve close collaboration with cross-functional teams across marketing, brand, content, and design, contributing to the evolution and localization of eBay’s broader marketing strategy. There may also be occasional involvement in top-of-funnel brand campaigns and select in-house copy development.

Requirements

7+ years of experience in a copy leadership role, ideally within e-commerce, tech, or digital marketing environments
Demonstrated experience successfully managing agencies through campaign development
Bachelor’s degree or equivalent experience in Communications, Marketing, Journalism, English, or a related field
Strong portfolio demonstrating CRM-focused campaign work across email, SMS, push, and social channels
Extensive experience managing creative agencies or freelance partners, including creative briefing, feedback cycles, and final approvals
Proven ability to develop and evolve editorial direction that supports both brand consistency and market relevance
Excellent writing and editing skills, with the ability to assess tone, clarity, and efficiency in agency-produced content
Strong organizational and project management skills; comfortable overseeing multiple campaigns simultaneously
Ability to collaborate with cross-functional teams while advocating for creative integrity and strategic alignment
Experience using customer insights and campaign performance data to inform and optimize creative execution
Familiarity with CRM tools such as Salesforce, Braze, or Iterable, and with creative asset management platforms; Adobe Creative Suite and FIGMA are a plus
Proficiency in development frameworks and applications like ChatGPT, Gemini, Monday.com, n8n, Bynder, AirTable, Jira or related software, coupled with hands-on experience in database utilization.
Knowledge of system architectures, design patterns, and standard processes for creating robust and scalable software solutions.
Good interpersonal and communication skills to work effectively in a team-oriented environment, with the ability to explain complex concepts to non-technical partners.

Responsibilities

Lead all aspects of the development of U.S.-focused CRM marketing campaigns—managing external creative agencies from briefing through final delivery.
Provide clear creative direction, editorial mentorship, and feedback to agency partners to ensure content aligns with eBay’s brand voice and meets strategic objectives.
Collaborate cross-functionally with internal teams—including marketing, brand, product, and design—to align campaign messaging with broader business and customer goals.
Ensure all customer-facing content is tailored to U.S. audiences, maintaining brand consistency while reflecting regional tone and cultural nuance.
Review and approve agency results, ensuring high-quality execution across email, push, SMS, social assets, and event communications.
Contribute to in-house creative development as needed, particularly for high-priority or top-of-funnel brand initiatives.
Present and support innovative ideas and communication approaches with internal team members, using customer feedback and data analysis.
Monitor creative performance in partnership with CRM and analytics teams, and apply findings to optimize future campaign development.
Assist in the ongoing evolution of the U.S. marketing voice by playing a role in defining standards, guidelines, and practices.