Analyst CRM Performance & Optimization

JetBlue Airways-posted 3 months ago

$64,350 - $89,600/Yr

Full-time • Entry Level

New York, NY

Air Transportation

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The Analyst CRM Performance & Optimization plays a vital role in measuring, analyzing, and improving the performance of JetBlue's lifecycle, promotional, and cross-channel marketing campaigns. The Analyst reports to the Manager CRM Data & Audience Strategy and will lead the analysis of how campaigns are performing across audiences, products, and channels — and help surface insights that drive engagement, conversion, and business growth. The Analyst CRM Performance & Optimization supports campaign reporting, experimentation, attribution design, and insight generation, in collaboration with teams across CRM, Loyalty, Media, and Analytics. The ideal candidate will bring an analytical mindset, technical curiosity, and a strong sense of ownership over campaign performance measurement. They thrive in a fast-paced, dynamic environment and exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun.

Analyze the performance of lifecycle and promotional campaigns across CRM channels (email, SMS, push, in-app) and paid media, identifying audience, timing, and offer-level performance drivers.
Build recurring and ad hoc CRM and cross-channel performance dashboards using Tableau, Google Analytics, or Looker.
Design and analyze A/B and multivariate tests to inform messaging, segmentation, and channel strategy.
Evaluate engagement and conversion metrics including open rates, clickthrough, redemption, retention, revenue and incremental lift.
Collaborate with CRM, Advertising and Media teams to ensure audience targeting and creative align with performance insights.
Maintain clear and consistent reporting frameworks, KPI definitions, and tagging standards across all campaigns.
Track audience and segment performance over time and across campaigns, identifying opportunities for deeper personalization and improved segmentation.
Develop and refine attribution methodologies to measure the influence of CRM and media efforts across the customer journey.
Support analysis of channel mix, cadence, and sequencing strategies to optimize customer touchpoints.
Work closely with Marketing and Customer Analytics to calculate incremental revenue and ROI from CRM campaigns.
Work with stakeholders to define performance targets for key products across marketing channels, monitor daily pacing and trends, and make recommendations to meet or exceed goals.
Track and benchmark JetBlue's CRM and campaign performance against industry competitors and benchmarks, surfacing actionable insights to improve execution and differentiation.
Monitor industry benchmarks and trends to evolve internal measurement practices and testing capabilities.

Bachelor's degree in Marketing, Business Analytics, Statistics, Economics, Data Science, 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
One (1) year of experience in marketing analytics, CRM performance reporting, or campaign measurement (internships included)
Strong knowledge of Google Analytics and how to apply it for performance insights
Working knowledge of SQL or strong willingness and aptitude to learn
Familiarity with CRM and media channels (email, SMS, push, app, paid social/search/display) and associated KPIs
Proficiency with data visualization tools such as Tableau, Power BI, or Looker
Ability to communicate clearly and translate data into actionable marketing insights
Strong organizational skills, attention to detail, and the ability to manage multiple analyses at once
Comfort working with large datasets and collaborating cross-functionally in a fast-paced environment
Strong team player with the ability to take initiative and work well independently
High attention to detail with the ability to think critically
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

Two to three (2-3) years of experience in marketing analytics, CRM performance reporting, or campaign measurement
Experience with campaign performance reporting, A/B testing analysis, or test design frameworks
Familiarity with incrementality testing, lift studies, or holdout methodologies
Exposure to Databricks or similar platforms for querying and analyzing marketing data
Understanding of multi-touch attribution models (e.g., last click, time decay, data-driven attribution) and how to apply them across CRM and media
Comfort using or learning Python or R for data wrangling or statistical testing
Experience supporting goal tracking or pacing against channel-level or product-specific KPIs
Awareness of competitor benchmarking tools and how to apply market insights to internal performance optimization
Curiosity about personalization, journey analytics, and emerging AI-based measurement capabilities

Access to healthcare benefits
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

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