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. 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. - E-commerce or Tech Scale: Experience working in large-scale, fast-paced technology or e-commerce environments handling massive datasets. - Navigating Ambiguity: Demonstrated success operating in high-growth settings, turning loosely defined business goals into concrete technical executions. - Exceptional Communication: Ability to influence both technical engineering teams and non-technical business stakeholders with compelling, data-backed narratives. Recruitment Process and Others: Recruitment Process - Application Review – Job Fit Interview - Focus Interviews - Offer - The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances. - Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. Things to Consider - This job posting may be closed prior to the stated end date for application if all openings are filled. - Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process. - Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants. Privacy Notice - Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below. - https://www.coupang.jobs/en/privacy-policy/ Document Return Policy - This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act. - A job applicant, who has applied but not been finally selected for a position at Coupang (the “ Company ”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant. - A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit the request to the Company by email (recruitingops@coupang.com) In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail. - In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all of his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act. Equal Opportunities for All Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.