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Title:  Manager Customer Data and Insights

Location: 

Long Island City, NY, US, 11101

Req ID:  29988

Position Title: Manager Customer Data & Insights 

 

Position Summary: 

The Manager Customer Data & Insights is part of the Personalization team and supports stakeholders by overseeing an array of Customer analytics disciplines. Firstly, the Manager is tasked to curate, optimize and publish insights relating to Customer demographics, transactions that help inform and direct future Marketing strategies, Promotions and Personalization strategies & tactics. Relevant projects include analysis of Customer booking patterns, geography, segmentation, inferred preferences, etc. This includes designing metrics, dashboards and insights that identify opportunities to provide better experiences through relevant content or tailored mailings to grow Customer engagement and retention. Lastly, the Manager will strategically partner with Brand and Product Development stakeholders to support on-going analytical needs.  

 

The Manager Customer Data & Insights assists the broader Marketing team with providing visibility into our Customer interactions and behavior to maximize the effectiveness of our marketing programs and communications. The Manager is highly analytical and is able to find creative ways to innovate when faced with customer analytics challenges. The Manager is a service-oriented individual who is skilled at presenting complex metrics in an accessible format to a diverse audience of stakeholders, thrives in a matrix team environment, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.  

 

Essential Responsibilities 

  • Manages JetBlue’s Customer Analytics program as part of the overall Personalization strategy specifically leading behavioral insights and demographics, predictive modeling ad-hoc analysis with data querying, visualization, storytelling and analysis.  

  • Partners with the Personalization Strategy & Ops team to ensure tactics and projects are measurable, address Customer needs and are in line with what Customer data is indicating  

  • Partners with the Data Science team to continue to build out a Customer centric view, derived Customer attributes (Customer Lifetime Value, Disruption Scores, Attrition Indexes etc.) and spearheads the dynamic segmentation strategy across tactics 

  • Partners with Personalization Strategy & Ops team and Data Science to evaluate the personalization product/platform landscape to curate an ecosystem that meets longer term personalization technology needs 

  • Drives a data centric targeted marketing approach across all Consumer Promotions 

  • Partners closely with Manager Digital Analytics to design a series of dashboards providing insight into on-going Customer engagement as well as the health and reliability of our operational communications 

  • Partners closely with Manager Brand Strategy to support ad hoc needs to plan, measure and optimize marketing programs to drive first choice.  

  • Partners closely with Product Development stakeholders to oversee and/or compliment analytical needs to measure the Customer response to past and present initiatives 

  • Respond to ad-hoc requests for Customer information by mining data and creating custom reports.  

  • Develops direct reports to support the engagement, growth, goal achievement.     

  • Other duties as required. 

 

Minimum Experience and Qualifications 

  • Bachelor’s degree in analytical or quantitative discipline. 

  • Five (5) years airline industry and/or analytical work experience. 

  • Two (2) years of experience of managing projects and leading teams  

  • Capable of leading and teaching others with data querying, visualization, automation and analysis.  

  • Strong SQL, knowledge of BI tools (such as Looker, Tableau);  

  • Basic to intermediate knowledge of R/Python; familiarity with statistical methods  

  • Proven ability to work with Data Engineering & Data Science to scale and optimize data infrastructure, self-service, and governance  

  • Excellent track record working in a matrix organization; identifying cross functional synergies and turning them into project and ownership opportunities for the team 

  • Knowledge of consumer behavior and marketing. 

  • Knowledge of database management. 

  • Available for occasional overnight travel (10%). 

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

  • Must pass a ten (10) year background check and pre-employment drug test. 

  • Must be legally eligible to work in the country in which the position is located. 

 

Preferred Experience and Qualifications 

  • Personalization/CRM Customer Insights experience in airlines, retail, e-commerce environments a plus 

  • Experience building and supporting campaigns, journeys and flows using a Customer Data Platform  

  • Thorough understanding of Marketing and its application to JetBlue’s business model. 

  • Demonstrated leadership and/or mentoring experiences. 

 

Crewmember Expectations:  

  • Regular attendance and punctuality  

  • Potential need to work flexible hours and be available to respond on short-notice 

  • Well-groomed and 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 

  • Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System 

  • 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/or 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)) 

  • Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls 

  • Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities 

 

Equipment:  

  • Computer and other office equipment 

 

Work Environment:  

  • Normal Office Environment 

 

Physical Effort:   

  • Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary) 

 

 


Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City

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