CRM Analytics Manager

eBay•San Jose, CA

15h•Remote

About The Position

The CRM Analytics team turns customer data into strategic decisions that create long-term value for millions of buyers and sellers around the world. The team partners closely with Marketing, Product, Data Science, Engineering, and AI teams to design, measure, and optimize CRM programs that deepen engagement, strengthen loyalty, and accelerate growth. As a CRM Analytics Manager, you will lead the next generation of customer intelligence and personalization at eBay. In this highly visible role, you will define measurement strategies, shape AI-powered decisioning capabilities, and influence CRM investments across buyer, seller, and company-wide initiatives. Your work will directly impact how customers experience eBay by advancing personalization, experimentation, and automation while improving customer lifetime value. This role sits at the intersection of Analytics, AI, Product Innovation, Marketing, and Customer Growth, with broad cross-functional exposure and the opportunity to help build an inclusive, high-performing analytics culture.

Requirements

Proven experience leading CRM analytics initiatives that deliver measurable business outcomes in consumer technology, e-commerce, marketplace, subscription, or similar customer-focused environments.
Deep expertise in analytics, machine learning, and AI applications for CRM and personalization, including areas such as churn prediction, propensity modeling, CLV/LTV forecasting, uplift modeling, recommendations, and decisioning systems.
Strong foundation in experimentation and statistical methods, including experimental design, power analysis, variance reduction, causal inference, and measurement best practices.
Advanced proficiency in SQL and Python for large-scale analysis, modeling, automation, and analytics engineering, ideally within modern data platforms and version-controlled environments.
Strong business acumen and communication skills, with the ability to translate complex insights into clear recommendations and influence cross-functional partners and senior leaders.
Experience building or partnering on AI-powered products and solutions, along with familiarity with CRM or marketing technology platforms, customer journey tools, event-level behavioral data, and modern data ecosystems such as Spark, Databricks, or Airflow.

Responsibilities

Define success metrics, learning agendas, and measurement frameworks that connect CRM investments to retention, engagement, revenue growth, and customer lifetime value.
Advance personalization at scale by developing or partnering on machine learning and AI solutions such as propensity, churn, uplift, recommendation, and next-best-action models.
Lead rigorous experimentation through A/B testing, multivariate testing, and causal measurement approaches to generate actionable insights and accelerate learning across CRM programs.
Build scalable analytics foundations through automated data pipelines, reusable datasets, and self-service reporting solutions that enable faster, more confident decision-making.
Optimize CRM strategies across email, push, in-app, onsite, and lifecycle channels by recommending data-driven approaches to targeting, content, frequency, and customer journey design.
Translate complex analytical findings into clear business recommendations, influence senior leaders on strategy and investment decisions, and help foster analytical excellence through mentorship and best practices.