Job Description

The Senior Analyst, Customer Relationship Management (CRM) Planning and Merchandising plays a key role within the CRM Data & Audiences team, helping drive revenue through customer-centric marketing, audience-led decision making, and strategic merchandising initiatives. This role translates business priorities, customer insights, demand signals, and performance data into coordinated marketing plans across owned channels while partnering closely with Revenue Management, CRM, Loyalty, Analytics, Paid Media, and Creative teams.

The Senior Analyst supports JetBlue’s evolution toward an audience-led merchandising model, leveraging customer segmentation, demand conditions, and performance insights to guide marketing decisions and optimize business outcomes. The ideal candidate combines analytical thinking, commercial acumen, and strong cross-functional collaboration skills to drive revenue growth, improve marketing efficiency, and enhance customer relevance while embodying JetBlue’s values of Safety, Caring, Integrity, Passion and Fun.

Essential Responsibilities:

• Own and help evolve the weekly and seasonal merchandising and promotion planning process across owned marketing channels.
• Partner with Revenue Management to identify demand opportunities, inventory priorities, and commercial objectives, translating them into actionable marketing plans.
• Develop audience-led merchandising strategies by applying customer segment insights, demand signals, and performance data to marketing planning and execution.
• Support the development and execution of tentpole sales events and key commercial initiatives throughout the year.
• Identify opportunities to enhance customer value through loyalty benefits, ancillary products, travel experiences, flexibility offerings, and other differentiated value propositions.
• Recommend audience targeting, prioritization, and suppression strategies to maximize marketing efficiency and customer relevance.
• Partner with CRM, Analytics, Loyalty, and Paid Media teams to operationalize customer segmentation frameworks and audience strategies.
• Leverage customer behavior, lifecycle stage, demand signals, and historical performance data to inform audience recommendations and marketing pressure decisions.
• Serve as a key liaison across Revenue Management, CRM, Loyalty, Paid Media, Creative, and Marketing Analytics teams to align audience, offer, and channel strategies.
• Coordinate cross-functional planning and execution activities, ensuring marketing initiatives are delivered accurately, effectively, and on schedule.
• Support business reviews and planning discussions by providing performance insights, audience recommendations, and stakeholder accountability against established timelines.
• Monitor and evaluate the performance of merchandising, promotional, and audience-led initiatives, measuring engagement, revenue contribution, and offer effectiveness.
• Contribute to test-and-learn frameworks, incrementality measurement efforts, and performance optimization initiatives, translating insights into future planning recommendations.
• Establish and maintain scalable planning processes, documentation, workflows, calendars, operating routines, and best practices for the CRM Data & Audiences organization.
• Improve visibility into audience strategy, marketing priorities, and performance outcomes while supporting continuous improvement efforts across planning, execution, and measurement activities; perform other duties as assigned.
• Other duties as assigned.

Minimum Experience and Qualifications:

• Bachelor's degree in Marketing, Business, Economics, Analytics, or in a relevant field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience.
• Three (3) years of experience in marketing strategy, CRM, promotions, merchandising, loyalty, revenue management, e-commerce, travel, hospitality, or related disciplines.
• Experience working in highly cross-functional environments and coordinating initiatives across multiple stakeholder groups, with strong project management and organizational skills and the ability to manage multiple priorities simultaneously.
• Strong analytical and problem-solving skills, with the ability to leverage customer insights, performance data, and business context to develop business recommendations and inform marketing decisions.
• Effective written, verbal, and presentation skills, with the ability to collaborate effectively across teams, take initiative, and work independently.
• High attention to detail and commitment to operational excellence
• Available for occasional overnight travel (10%).
• Able to work flexible hours and be available for 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:

• Experience in the airline, travel, hospitality, loyalty, retail merchandising, or e-commerce industries.
• Experience with customer segmentation, audience strategy, or lifecycle marketing.
• Familiarity with CRM platforms and customer engagement strategies.
• Experience partnering with Revenue Management, Pricing, Commercial Strategy, or similar business functions.
• Exposure to marketing experimentation, incrementality measurement, and test-and-learn methodologies.
• Familiarity with marketing analytics and performance reporting.
• Experience working with customer data and audience management platforms.
• Understanding of demand-driven marketing and audience prioritization concepts.

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.