CRM Analytics Manager

About the team

eBay’s CRM & Loyalty Analytics team transforms customer data into decisions that enhance long-term value. We collaborate across Marketing, Product, Data Science, and Engineering to compose, measure, and enhance CRM programs for buyers, sellers, and central initiatives worldwide.

Role overview

As Analytics Manager, you will own the strategy and execution of data-driven CRM measurement and optimization. You’ll combine rigorous experimentation with machine-learning and AI to personalize experiences, improve engagement and retention, and increase customer lifetime value (CLV). The portfolio may focus on Buyer, Seller, or a cross-company initiative.

What you’ll do

• Achieve tangible results. Establish benchmarks and learning goals; develop structures that link campaign performance to business results, CLV, retention.
• Advance personalization with ML/AI. Develop or partner on models (propensity, churn, next-best action, send-time/content optimization, uplift modeling) and integrate them into CRM decisioning and orchestration.
• Lead experimentation at scale. Build and run A/B and multivariate tests; apply sound statistical methods (power analysis, capping, sequential testing, causal inference) to produce trustworthy results.
• Develop robust analytics. Use SQL/Python for data modeling and reproducible pipelines; compose self-serve datasets and dashboards to accelerate decision-making.
• Optimize channel strategy. Evaluate email, push, in-app, onsite, and lifecycle programs; recommend frequency, targeting, and creative strategies grounded in data.
• Tell the story. Translate complex analysis into clear, actionable recommendations for senior collaborators; influence roadmaps and CRM evolution.
• Improve the craft. Guide analysts, advocate for guidelines in documentation, code review, and experimentation hygiene; promote an inclusive, growth-focused culture.
• Safeguard data use. Partner with Legal/Privacy to ensure compliance (e.g., GDPR), guardrails, and responsible AI practices.

Qualifications

• Hands-on CRM analytics experience delivering impact in a consumer or marketplace context.
• Machine-learning & AI experience applied to CRM/personalization (e.g., propensity, churn, LTV/CLV modeling, recommendation/next-best action, uplift).
• Experimentation & statistics expertise, including test building, sample sizing, variance reduction, and causal inference.
• SQL and Python proficiency for data wrangling, modeling, and automation; familiarity with data warehouses and version control.
• Dashboarding & data visualization skills (Tableau preferred) to build clear, credible self-serve insights.
• Business sense proven through translating insights into strategies that yield measurable outcomes.
• Communication & collaborator leadership across Marketing, Product, and Engineering; ability to influence at executive level.

Nice to have

• Experience with marketing tech stacks (contact strategy decisioning/orchestration, unified data platforms, experimentation platforms) and event-level data.
• Familiarity with Spark/Databricks, Airflow, or similar for scalable pipelines.
• Knowledge of generative AI applications for CRM content/testing and guardrail development.
• Marketplace or two-sided platform experience.

How you’ll succeed here

You balance scientific rigor with speed, automate the repeatable, and obsess over long-term customer value. You’re comfortable shipping MVPs, learning fast, and setting a higher standard for ethical, privacy-aware analytics.