Senior Analyst CRM Planning & Merch

About the role

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.

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.
• Carefully 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.
• Maintain and monitor 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.

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.
• Able to work flexible hours and be available for emergency response on short notice.

Benefits

Base pay range: $88,000.00 - $132,000.00 per year. Includes 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.