CRM Analytics Manager

eBay Inc.; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading e-commerce platform in Greater London is seeking a CRM Analytics Manager to lead data-driven strategies that enhance customer engagement. The ideal candidate will have hands-on CRM analytics experience, expertise in machine learning for personalisation, and strong statistical skills. This role involves defining metrics, conducting experimentation, and providing actionable insights to senior stakeholders. Competitive compensation and a focus on diverse workforce inclusion are emphasized.

Qualifications

• Hands-on CRM analytics experience delivering measurable impact in consumer environments.
• Experience in developing AI solutions for CRM and personalisation.
• Strong skills in test design and causal inference.

Responsibilities

• Drive measurable outcomes by defining critical metrics that connect CRM performance to retention.
• Scale high-quality experimentation through well-designed A/B tests.
• Translate complex analyses into clear, actionable recommendations.

Skills

CRM analytics experience

Machine learning solutions development

Experimentation and statistics skills

SQL and Python proficiency

Dashboard creation (Tableau preferred)

Business judgment

Strong communication skills

Tools

Tableau

Job description

At eBay, we're more than a global ecommerce leader – we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. 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. Join a team of passionate thinkers, innovators, and dreamers – and help us connect people and build communities to create economic opportunity for all.

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 optimise CRM programmes that deepen engagement and retention. As the CRM Analytics Manager, you will shape and deliver data‑driven targeting, measurement, and optimisation strategies across buyer, seller, or cross‑company CRM initiatives. You’ll lead work that personalises 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 personalisation 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.
• Optimise CRM channel strategy across email, push, in‑app, onsite, and lifecycle programmes 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 personalisation, 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, modelling, and automation, with familiarity in data warehouses and version control.
• Ability to build clear, trustworthy dashboards and visualisations (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.

We provide equal opportunity employment to all qualified applicants and are committed to maintaining a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected characteristics. If you have a need that requires accommodation, please contact us at [e-mail]. We will make every effort to respond to your request for accommodation as soon as possible. Visit our accessibility statement to learn more about eBay’s commitment to ensuring digital accessibility for people with disabilities. The eBay Jobs website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.