CRM Analytics Manager

The CRM Analytics Manager at eBay will join the CRM & Loyalty Analytics team to transform customer data into strategic decisions. This role involves shaping data-driven targeting, measurement, and optimization strategies for CRM initiatives, focusing on personalizing customer experiences, advancing experimentation, and driving measurable impact on customer lifetime value. The manager will lead efforts to deepen engagement and retention for buyers and sellers globally, collaborating with Marketing, Product, Data Science, and Engineering.

Must Have

• Drive measurable outcomes by defining critical metrics, learning agendas, and frameworks.
• Advance personalization by developing or partnering on ML/AI models and integrating them into CRM decisioning.
• Scale high-quality experimentation through well-designed A/B and multivariate tests.
• Build robust analytics to create reproducible data pipelines, self-serve datasets, and dashboards.
• Optimize CRM channel strategy across email, push, in-app, onsite, and lifecycle programs.
• Translate complex analyses into clear, actionable recommendations for senior stakeholders.
• Contribute to an inclusive, development-focused team culture by mentoring analysts.
• Partner with Legal and Privacy teams to ensure compliant data use and responsible AI practices.
• Hands-on CRM analytics experience delivering measurable impact in consumer or marketplace environments.
• Experience developing analytics, machine learning, and AI solutions for CRM and personalization.
• Strong experimentation and statistics skills, including test design, sample sizing, variance reduction techniques, and causal inference.
• Proficiency in SQL and Python for data wrangling, modeling, and automation, with familiarity in data warehouses and version control.
• Ability to build clear, trustworthy dashboards and visualizations.
• Strong business judgment with a track record of turning insights into strategy and outcomes.
• Skilled communication and leadership with collaborators across Marketing, Product, and Engineering.

Good to Have

• Experience with marketing tech stacks
• Experience with event-level data
• Experience with Spark/Databricks
• Experience with Airflow
• Experience with generative AI for CRM applications
• Experience with two-sided marketplace environments

About the team and the role

The CRM & Loyalty Analytics team transforms customer data into decisions that grow long-term value for buyers and sellers around the world. We partner closely with Marketing, Product, Data Science, and Engineering to design, measure, and optimize CRM programs that deepen engagement and retention.

As the CRM Analytics Manager, you will shape and deliver data-driven targeting, measurement, and optimization strategies across buyer, seller, or cross-company CRM initiatives. You’ll lead work that personalizes customer experiences, advances experimentation, and drives measurable impact on customer lifetime value.

What you will accomplish

• Drive measurable outcomes by defining critical metrics, learning agendas, and frameworks that connect CRM performance to retention and customer lifetime value.
• Advance personalization by developing or partnering on ML/AI models—such as propensity, churn, uplift, or next-best action—and integrating them into CRM decisioning.
• Scale high-quality experimentation through well-designed A/B and multivariate tests using sound statistical methods that produce credible insights.
• Build robust analytics to create reproducible data pipelines, self-serve datasets, and dashboards that accelerate decision-making.
• Optimize CRM channel strategy across email, push, in-app, onsite, and lifecycle programs by recommending targeting, frequency, and creative strategies grounded in data.
• Translate complex analyses into clear, actionable recommendations for senior stakeholders to guide CRM roadmaps and evolution.
• Contribute to an inclusive, development-focused team culture by mentoring analysts and encouraging quality in documentation, code review, and experimentation hygiene.
• Partner with Legal and Privacy teams to ensure compliant data use and responsible AI practices.

What you will bring

• Hands-on CRM analytics experience delivering measurable impact in consumer or marketplace environments.
• Experience developing analytics, machine learning, and AI solutions for CRM and personalization, including propensity, churn, LTV/CLV, uplift, or recommendation models.
• Strong experimentation and statistics skills, including test design, sample sizing, variance reduction techniques, and causal inference.
• Proficiency in SQL and Python for data wrangling, modeling, and automation, with familiarity in data warehouses and version control.
• Ability to build clear, trustworthy dashboards and visualizations (Tableau preferred).
• Strong business judgment with a track record of turning insights into strategy and outcomes.
• Skilled communication and leadership with collaborators across Marketing, Product, and Engineering, including influencing senior and executive partners.
• Nice to have: Experience with marketing tech stacks, event-level data, Spark/Databricks, Airflow, generative AI for CRM applications, or two-sided marketplace environments.