CRM Analytics Manager

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

Job summary

A global ecommerce leader in Greater London seeks a CRM Analytics Manager to shape data-driven strategies and enhance customer engagement through analytics and machine learning. The ideal candidate has strong experience in CRM analytics, proficiency in SQL and Python, and exceptional communication skills to influence key stakeholders. This role offers an opportunity to drive measurable impacts and optimize strategies in a collaborative environment.

Qualifications

• Hands-on CRM analytics experience delivering measurable impact in consumer or marketplace settings.
• Experience developing machine learning and AI solutions for CRM and personalization.
• Strong experimentation and statistics skills.

Responsibilities

• Define metrics and frameworks connecting CRM performance to retention.
• Develop ML/AI models for decisioning.
• Conduct A/B and multivariate tests for insights.

Skills

CRM analytics experience

SQL proficiency

Python for data wrangling

Strong statistics skills

Building dashboards

Tools

Tableau

Spark/Databricks

Airflow

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 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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