CRM & Customer Insights Analyst – Full-time, Hybrid

About the Role

Our client is seeking a CRM & Customer Insights Analyst to play a key role in advancing data-driven marketing, customer engagement, personalization, and digital acquisition initiatives.

This is a hands-on, strategic role for a CRM and lifecycle marketing professional who can use customer data, campaign analytics, segmentation, marketing automation, and emerging technologies to improve marketing performance and support future growth.

The CRM & Customer Insights Analyst will support the planning, execution, reporting, and optimization of cross-channel marketing campaigns, with a strong focus on Salesforce Marketing Cloud journeys, email marketing, automated customer communications, audience segmentation, personalization testing, lead scoring, customer behavior analysis, and digital acquisition programs.

This person will help the Marketing team better understand customer behavior, preferences, and engagement patterns in order to deliver more personalized, relevant communications that support customer retention, acquisition, ecommerce initiatives, and passenger growth.

The ideal candidate brings strong CRM maturity, intellectual curiosity, and the ability to translate marketing data and campaign learnings into clear, actionable recommendations. This person should be excited by emerging technologies, including AI-enabled marketing tools, predictive modeling, lead scoring, and personalization platforms that enhance customer insights and campaign effectiveness.

Key Responsibilities

• Support the development and execution of data-driven CRM and lifecycle marketing campaigns that improve customer engagement, retention, acquisition, and ecommerce performance.

• Build, deploy, and maintain marketing and transactional email campaigns, automated customer journeys, and trigger-based communications.

• Optimize Salesforce Marketing Cloud journeys through testing, segmentation, personalization, automation, and ongoing performance analysis.

• Support AI-enabled lead scoring, customer modeling, and predictive segmentation initiatives to improve targeting and campaign effectiveness.

• Analyze campaign performance across housefile email marketing, lifecycle campaigns, digital acquisition, and customer engagement initiatives.

• Translate campaign results, customer behavior, and personalization test learnings into actionable recommendations for the Marketing team.

• Support audience segmentation strategies and list optimization efforts to improve targeting, personalization, relevance, and campaign results.

• Design, execute, and evaluate A/B and multivariate tests across audiences, offers, creative, timing, journeys, retention, cross-sell, and personalization strategies.

• Support rollout of CRM, marketing technology, ecommerce, and customer data integrations, including future customer journey and ecommerce flow enhancements.

• Support digital acquisition marketing initiatives through audience development, lead management, campaign tracking, and performance analysis.

• Identify opportunities to leverage AI, automation, predictive analytics, and marketing technology tools to improve segmentation, personalization, reporting efficiency, and customer insights.

• Partner closely with Business Analytics, IT, Marketing, and ecommerce stakeholders to support reporting needs, data requirements, campaign tracking, and marketing technology initiatives.

Required Skills & Experience

• 7+ years of relevant experience in CRM, email marketing, lifecycle marketing, customer insights, marketing analytics, or a related discipline.

• Hands-on experience with marketing automation and CRM platforms, preferably Salesforce Marketing Cloud.

• Strong experience building, deploying, and optimizing customer journeys, automated campaigns, trigger-based communications, and lifecycle marketing programs.

• Strong understanding of email marketing best practices, segmentation strategies, personalization, customer journeys, and campaign optimization techniques.

• Experience translating customer data, campaign performance, and testing results into actionable marketing insights and business recommendations.

• Strong analytical, reporting, data interpretation, and problem-solving skills.

• Experience with A/B testing, multivariate testing, campaign performance analysis, customer behavior analysis, and ROI reporting.

• Ability to work with cross-functional teams to support CRM, marketing technology, customer data, and ecommerce-related initiatives.

• Strong organizational skills with the ability to manage multiple projects and deadlines while maintaining close attention to detail.

• Excellent collaboration skills and the ability to work effectively in a fast-paced, cross-functional environment.

• Strong verbal and written communication skills.

• Self-starter with a proactive mindset and the ability to take ownership of projects and initiatives.

Preferred Skills

• Experience with AI-enabled marketing tools, predictive analytics, lead scoring, customer modeling, or predictive segmentation.

• Experience optimizing Salesforce Marketing Cloud journeys and personalization tests.

• Experience supporting ecommerce flows, customer data integrations, or marketing technology platform integrations.

• Experience with SQL, Google Analytics/GA4, Tableau, and Salesforce platforms.

• Experience with Salesforce Marketing Cloud, Salesforce Personalization, Sales Cloud, or Service Cloud.

• Experience supporting digital acquisition, lifecycle marketing, customer retention, cross-sell, or personalization campaigns.

• Passion for marketing; interest in travel is a plus.

Ideal Candidate Profile

The ideal candidate is a sophisticated CRM and customer insights professional who combines hands-on campaign execution with a strategic, data-driven mindset. This person should be comfortable working deeply in Salesforce Marketing Cloud, optimizing customer journeys, analyzing behavior and campaign performance, supporting AI-enabled lead scoring and personalization efforts, and turning insights into practical marketing actions.

This role is well suited for someone who understands CRM beyond campaign deployment — someone who can help mature the customer marketing function through smarter segmentation, stronger personalization, better journey optimization, and more actionable use of customer data.

Immediate interview and hire!  

Job ID: 5561