Director and Head of CRM Analytics and Science

About 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

Responsibilities

• 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.

Requirements

• 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.

Benefits

Additional Information

Director and Head of CRM Analytics and Science Company Introduction We exist to wow our customers. We know we're doing the right thing when we hear our customers say, "How did I ever live without Coupang?" Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce. We are proud to have the best of both worlds - a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been at since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day. Our mission to build the future of commerce is real. We push the boundaries of what's possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.

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