CRM Analytics Manager

eBay; San Jose (CA); On-site; USD 170,000 - 228,000; Full time

Benefits offered by this job

Medical benefits

401(k) eligibility

Paid time off

Parental leave

Job summary

eBay is seeking a CRM Analytics Manager to lead the next generation of customer intelligence and personalization. You will define measurement strategies, shape AI-powered decisioning, and influence CRM investments across buyer, seller, and company initiatives.

In this highly visible role, you will advance personalization, experimentation, and automation while improving customer lifetime value, collaborating across Analytics, AI, Product, Marketing, and Customer Growth.

Qualifications

• When applying, show leadership in CRM analytics delivering measurable outcomes.
• Proven experience with ML/AI applications for CRM and personalization.
• Strong SQL and Python for large-scale analysis and modeling.
• Ability to translate analytics into strategic business recommendations.

Responsibilities

• Define success metrics, learning agendas, and measurement frameworks for CRM.
• Develop ML/AI solutions (propensity, churn, uplift, recommendations) for CRM.
• Lead rigorous A/B and causal measurement to accelerate CRM learning.
• Build scalable analytics foundations with automated data pipelines and self-service reporting.
• Optimize CRM channels and journeys with data-driven targeting and content.
• Translate insights into recommendations and mentor cross-functional partners.

Skills

CRM analytics leadership

Machine learning for CRM

Experimentation & statistics

SQL & Python proficiency

Communication & influence

Tools

SQL

Python

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 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.

What you will accomplish:

• 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.

What you will bring:

• 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.

Additional Details

The base pay range for this position is expected in the range below:

$170,400 - $227,500

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Remote roles are not eligible for U.S. visa sponsorship.

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, and disability, or other legally protected status. 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. View our accessibility statement to learn more about eBay’s commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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