Analyst CRM Performance & Optimization

Position Summary:

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.

Essential Responsibilities:

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.

Other duties as assigned

Minimum Experience and Qualifications:

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

Preferred Experience and Qualifications:

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

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 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 $64,350.00 and $89,600.00 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