Senior Director, CRM

Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.

The Yahoo CRM team owns the channels through which Yahoo talks to its users - email, push, SMS, newsletters, and emerging messaging surfaces across Yahoo Mail, Sports, Finance, News, Search, Weather, Games, and more. We decide how programs show up: in which vehicle, at what moment, at what frequency, and in what form. Our work spans marketing, lifecycle, behavioral, transactional, service, and compliance communications, and it reaches hundreds of millions of people.

CRM is one of Yahoo's largest owned channels, and we run it as a performance channel and a product capability.

The Sr. Director, CRM leads Yahoo's centralized CRM organization and owns the performance of the channel portfolio - the engagement, retention, and revenue it drives, the quality of every message that reaches a user, and the efficiency with which the organization delivers it.

This role owns channel strategy. Demand reaches CRM from many directions - lifecycle priorities from Customer Strategy, launches and campaigns from Product Marketing, strategic requests from business and product leaders, and compliance, service, and transactional requirements. Each arrives with an objective and an intended audience. You own everything downstream: how that objective becomes a program, which vehicle carries it, how it is paced and sequenced against everything else competing for the same user, how it is measured, and how it gets better.

When demand exceeds what the channel can absorb, you make the call.

The organization spans three mandates. CRM Channel Strategy sets the role of each vehicle, the architecture of every program, contact and cadence strategy across the portfolio, and the optimization agenda. CRM Operations turns those designs into technically sound, quality‑assured communications  Innovation advances the automation, personalization, and AI‑enabled capabilities that expand what the channels can do. You will carry explicit scale, quality, and efficiency targets, serve as Yahoo's senior CRM voice into Product and Engineering, and partner closely with Customer Strategy, Product Marketing, Analytics, Creative, Legal, Privacy, Localization, and Messaging Platforms.

• Own Yahoo's CRM channel performance end to end, setting and delivering against explicit scale, quality, and efficiency targets - reach and message volume, engagement and retention contribution, deliverability and defect rates, and cost and cycle time per program.
• Set the multi-year vision and annual roadmap for the CRM organization, and lead and develop the senior leaders running Channel Strategy, Operations, and Innovation.
• Define the role of each vehicle in the portfolio - email, push, SMS, newsletters, in-product messaging, and emerging surfaces - including what each is best suited to carry, how they orchestrate together, and where fallback and suppression logic applies.
• Own how programs come to life, whether they originate as a lifecycle priority from Customer Strategy, a launch or campaign from Product Marketing, a strategic request from a business or product leader, or a compliance, service, or transactional requirement. In every case you translate the objective and intended audience into a working program - the program architecture (always‑on versus campaign, triggered versus scheduled, promotional versus service), the segment and trigger logic that puts the right user in the right flow, entry and exit criteria, cadence and…