What are the responsibilities and job description for the Urban Outfitters Senior Manager, CRM position at URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)?
Urban Outfitters is hiring a CRM & Lifecycle Marketing leader to drive retention through personalized, data‑driven customer journeys. This role owns multi‑channel outbound campaigns (email, SMS, push), audience segmentation, and CDP activation, while partnering cross‑functionally to reduce churn and deepen engagement. Ideal candidates bring strong analytics, a test‑and‑learn mindset, and proven experience leading high‑performing team.
Role Responsibilities
URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits
EEO Statement
URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.
Role Responsibilities
- Customer Engagement & Campaign Management Design and manage multi-channel retention and activation campaigns including SMS, email, and push notifications and end-to-end triggered journeys.
- Drive Customer Lifetime Value Use customer insights to deliver targeted, personalized communications that drive engagement and lasting Brand loyalty with current (Gen Z) and future generations
- Cross-Functional Collaboration Partner with Brand marketing, site experience, merchandising, and analytics teams to ensure a cohesive customer experience across all touchpoints. Consider end-to-end customer journey, from initial engagement through final journey and destination.
- Churn Prevention & Win-Back Strategies Monitor churn metrics and identify root causes of customer attrition within Outbound channels. Develop and implement proactive strategies to retain at-risk customers and re-engage lapsed audiences.
- Reporting & Optimization Leverage analytics tools to measure campaign effectiveness and identify areas for improvement. Provide regular reporting on retention performance and insights to senior leadership. Conduct A/B testing and other optimization techniques to refine retention strategies. Collaborate with analytics teams to uncover trends and identify opportunities to improve the customer journey.
- Continuous Improvement & Innovation Continuously test, learn, and iterate to ensure retention strategies remain effective and competitive.
- Customer-First-Thinking and Application Drive audience segmentation through data‑driven analysis, identifying distinct behavioral cohorts within UO and translating insights into targeted CDP audiences for personalized digital engagement.
- Educational Background: Bachelor’s degree in Marketing, Business, Retail or a related field.
- Professional Experience: 7 years of experience in CRM and/or lifecycle marketing, or Digital Marketing, including 2 years in a leadership role. Experience with customer journey mapping and customer segmentation strategies, including utilization and application of Customer Data Platforms. Proven success in driving customer retention and engagement in a fast-paced, data-driven environment.
- Technical Proficiency: Proficiency in CRM platforms and Outbound marketing tools, including but not limited to: basic knowledge of SalesForce, BlueCore, Attentive or similar platforms.
- Analytical Skills: Excellent problem-solving skills with the ability to translate complex data into actionable insights. Skilled in A/B testing and performance analysis.
- Communication and Collaboration: Strong communication and presentation skills, with the ability to convey complex concepts to non-technical stakeholders. Experience in collaborating with cross-functional teams to integrate customer insights into strategic decision-making.
- Leadership & Coaching: Proven leadership experience mentoring and developing talent, including hiring and onboarding, and strategically leveraging diverse skill sets to build and lead a high-performing, cohesive team.
URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits
EEO Statement
URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.