Senior Analyst CRM Data & Audiences

Job description

Position Summary: The Senior Analyst, Customer Relationship Management (CRM) Data and Audiences is responsible for developing and managing advanced segmentation strategies and data models that power personalized marketing offers and lifecycle campaigns. This role plays a central part in enabling JetBlue’s marketing team to better understand, reach, and engage customers using first-party data. The Senior Analyst, CRM Data and Audiences reports into the Manager, CRM Data and Audience strategy and own audience builds, performance measurement logic, and cross-functional data partnerships to support both CRM, promotional marketing and paid media use cases. This ideal candidate is a hands-on, SQL-proficient analyst who thrives at the intersection of marketing and data. They collaborate closely with stakeholder teams across Marketing, Loyalty, Data Science and Revenue Management and can also operate well independently. They are comfortable working in a fast-paced and agile work environment and exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun. Essential Responsibilities: Write and optimize complex SQL queries to build customer segments, behavior-based audiences, and campaign triggers. Develop predictive models (e.g., churn, next purchase, loyalty tier migration) in partnership with Data Science. Build and maintain an audience library and documentation to support CRM, Loyalty, and Paid Media teams. Support data-driven offer design and test-and-learn experimentation, leveraging customer behavior insights to improve relevance and contribute to revenue goals and forecasts Design and test offers across multiple products and customer segments, using behavioral and transactional data to uncover affinity patterns, measure offer stickiness, and identify upsell and cross-sell opportunities that drive revenue and retention Translate marketing goals into data requirements, collaborating closely with campaign managers and cross-functional teams Contribute to the development of personalization strategies using Braze, segmentation tools, and internal targeting infrastructure Partner with Data Engineering, Data Science and Marketing Analytics to validate data pipelines and ensure data accuracy for campaign execution. Lead data QA, audience audits, and lifecycle logic validation across all CRM channel activations. Provide analytical support for performance measurement and offer optimization. Create and manage lookalike and suppression audiences for performance marketing efficiency. Support cross-channel customer journey mapping by aligning audience definitions with behavioral milestones and lifecycle stages. Mentor analysts and marketers across different teams on audience best practices, segmentation logic, documentation standards, and QA protocols. Stay current with trends in CRM personalization, AI-powered segmentation, and customer data infrastructure. Evaluate and test new tools and modeling approaches to improve audience precision and scalability. Other duties as assigned. Minimum Experience and Qualifications Bachelor’s degree in Marketing, Data Science, Statistics, or a related field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience Three (3) years of experience in CRM analytics, lifecycle marketing, or audience strategy Advanced SQL proficiency and experience working with large datasets Strong understanding of first-party data ecosystems, audience strategy, and targeting Hands-on experience with platforms such as Braze, Dynamic Yield, Live Ramp and other marketing tools that rely on audience segmentation Strong cross-functional communication skills and the ability to translate business needs into technical outputs Familiarity with machine learning or predictive modeling a plus Experience in travel, e-commerce, loyalty, or other subscription-based industries is preferred. Strong team player with the ability to take initiative and work well independently High attention to detail with the ability to think critically Strong interpersonal skills, amicable and professional demeanor Effective written, verbal and presentation skills Available for occasional overnight travel (10%) Able to work flexible hours and be available for an emergency response on short notice Must pass a pre-employment drug test Must be legally eligible to work in the country in which the position is located Authorization to work in the US is required. This position is not eligible for visa sponsorship Preferred Experience and Qualifications: Five (5) years of experience in CRM analytics, lifecycle marketing, or audience strategy Strong knowledge and hands-on experience working with customer data platforms (CDPs) Familiarity with data science tools or languages (e.g., Python, R) used for predictive modeling or marketing experiments Exposure to AI/ML use cases in marketing, such as audience scoring, offer generation, or dynamic segmentation Understanding of media audience sharing workflows (e.g., Braze → Meta/Google) to support paid media efficiency Prior experience building or optimizing audience strategies in Braze or similar cross-channel campaign platforms. Hands-on familiarity with Databricks, including querying and working with structured data for marketing use cases Strong understanding of data privacy and consent frameworks (e.g., GDPR, CCPA) related to audience usage and targeting Crewmember Expectations: Regular attendance and punctuality Potential need to work flexible hours and be available to respond on short-notice Able to maintain a professional appearance When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards Identify safety and security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)) The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position. Equipment: Computer and other office equipment Work Environment: Traditional Office Environment Physical Effort: Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary) Compensation: The base pay range for this position is between $88,000.00 and $132,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.