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Our customers are our compass; authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work every day. We’re in this together, sustaining the future of our customers, our company, and our planet.
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.
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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay’s commitment to ensuring digital accessibility for people with disabilities.
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