Director and Head of CRM Analytics and Science

Director and Head of CRM Analytics and Science

Company Introduction

The role

Coupang Growth Marketing team is seeking a Director and Head of CRM Analytics and Science

to lead high-impact, data-driven initiatives that power our customer engagement and marketing ecosystem.

Your mission will be to scale and optimize how we interact with millions of customers. You will oversee data science strategy and execution across category growth, onsite marketing optimization, outbound channel optimization, and customer lifecycle management . This is a highly visible leadership role collaborating cross-functionally with engineering, product, and business leaders to build state-of-the-art personalization, targeting, and optimization models that accelerate customer lifetime value and growth

What you will do:

Leadership Strategy

• Define and execute the vision and technical roadmap for CRM, lifecycle marketing, and channel optimization data science initiatives.
• Build, mentor, and scale high-performing squads of data scientists and applied researchers, fostering an environment of technical excellence and continuous growth.
• Align data science strategy with broader Growth Marketing business priorities to drive measurable efficiency and revenue impact.

Impact Execution

• Lead the development and deployment of advanced machine learning models, personalization algorithms, and optimization frameworks across outbound channels (e.g., push, SMS, email) and onsite marketing surfaces.
• Drive data science solutions for customer lifecycle stages (acquisition, activation, retention, and churn prevention) and strategic category growth.
• Translate ambiguous marketing and growth challenges into structured data science problems, taking end-to-end ownership from initial ideation to productionization.

Cross-Functional Collaboration

• Partner closely with Product, Engineering, and Growth Marketing stakeholders to embed data science deeply into our marketing automation and customer engagement platforms.
• Act as a trusted advisor to senior leadership , communicating complex model mechanics and incremental business impacts clearly and effectively.
• Collaborate with core data infrastructure teams to ensure the scalability and reliability of real-time data pipelines required for marketing personalization.

Technical Excellence

• Set the gold standard for experimentation , measurement, and causal inference within the onsite marketing, CRM and lifecycle measurement domains.
• Ensure the scalability, robustness, and monitoring of production models handling massive scale and real-time decisioning.
• Stay ahead of emerging trends in AI, deep learning, NLP, and recommendation systems to continuously improve our marketing tech stack.

Basic Qualifications

• Undergraduate degree or higher in a quantitative discipline such as Computer Science, Statistics, Mathematics, Economics, Operations Research, or a related discipline
• 8+ years of experience in data science, machine learning, or advanced analytics.
• 5+ years of experience directly leading and managing high-performing data science teams.
• Proven track record of delivering measurable business impact (e.g., lift in conversion, retention, ROI) through production-grade machine learning models.
• Strong foundation in statistical modeling, machine learning, personalization/recommendation systems, and large-scale A/B testing.

Preferred Skills and Qualifications

• Experience in Growth Marketing/CRM Data Science: Deep familiarity with customer lifetime value (LTV) modeling, churn prediction, marketing mix modeling (MMM), incrementality testing, or audience segmentation.
• Advanced degree (MS or PhD) in a quantitative field such as Computer Science, Statistics, Mathematics, Economics, Operations Research, or a related discipline.
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