Staff Data Scientist - Customer Relationship Management (CRM) & Loyalty

Details

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Community

We are seeking a Staff Data Scientist to lead the design, measurement, and optimization of our Customer Relationship Management (CRM) and retention initiatives. This role sits at the intersection of marketing science, personalization, and lifecycle strategy. You will own the data-driven frameworks that define how we understand, engage, and reward our customers across channels. You’ll partner closely with marketing, product, finance and engineering to design loyalty mechanics that drive incremental engagement and long-term value—backed by rigorous experimentation, causal inference, and machine learning.

Our team is responsible for developing the underlying science to design, build and deploy models that characterize, infer and predict customer behavior. We aim to deliver a timely, personalized and compelling experience to our customers.

Responsibilities

• Shape the scientific foundation of Airbnb’s CRM and retention strategy, translating business goals into measurable outcomes that drive engagement, loyalty, and long-term value.
• Leverage Airbnb’s and third-party data assets to generate a deeper understanding of the customer’s journey and motivation.
• Guide data science direction for personalized marketing, retention, and lifecycle growth.
• Translate business goals into measurable hypotheses—quantifying engagement, retention, and incremental revenue impact.
• Design and evaluate A/B and quasi-experimental tests for CRM campaigns and loyalty interventions.
• Develop causal inference models (e.g., synthetic controls, difference-in-differences, propensity matching) to isolate the true impact of loyalty and lifecycle initiatives.
• Design programs that increase customer engagement and retention and model customer behavior to forecast financial impact of retention program rules, benefits, and incentives.
• Partner with finance, product and marketing teams to simulate program outcomes and optimize design for engagement and ROI.
• Study and simulate marketplace dynamics to develop a deeper understanding of the travel industry ecosystem.
• Work with engineers to productionize models and ensure reliable data pipelines.
• Advise and mentor other scientists and analysts, establishing best practices for experimentation, uplift modeling, and customer lifetime value (CLV) analysis.

Requirements / Your Expertise

• 6+ years of relevant experience and a PhD in a technical field related to mathematics, computer science, causal inference, economics, predictive modeling or optimization, or 9+ years of industry experience with a BS/Masters in these same fields.
• Expertise in SQL, Python or R.
• Working knowledge of marketing measurement, lifecycle analytics, and customer lifetime value modeling.
• Deep knowledge of advanced experimental design and causal inference.
• Experience with loyalty, retention, or CRM programs (subscription, travel, retail, or digital platforms preferred).
• Strong stakeholder communication and the ability to translate complex analyses into business actions.
• Advanced statistical and machine learning expertise (Bayesian methods, uplift modeling, causal ML).
• Proven record of leadership—driving cross-functional initiatives from concept to production.

Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Inclusion & Accessibility

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement. We strive to provide a disability inclusive application and interview process. If you require reasonable accommodation to submit an application, contact [email protected] with your full name, the role you’re applying for and the accommodation necessary.

Compensation & Benefits

The actual base pay is dependent upon many factors. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$194,000—$240,000 USD

Offices: United States