CRM Marketing Lead: Lifecycle & Retention

Urban Outfitters; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

Employee discounts

Retirement plan

Job summary

Urban Outfitters seeks a CRM Manager to lead email and in-app push strategy, lifecycle optimization, and customer retention across the lifecycle.

You will own campaigns in Salesforce Marketing Cloud, manage a team, collaborate with merchandising, web production, and creative, and translate data into impactful communication. This role requires hands-on experience, strong analytics, and a curious mindset to drive growth in a fast-paced ecommerce environment.

Qualifications

• 5+ years of email marketing in an ecommerce environment.
• Experience with Salesforce Marketing Cloud.
• Hands-on experience building complex email campaigns with segmentation and testing within an email service provider.
• Experience managing a team of direct reports.
• Strong analytical skills and experience creating data-driven decisions through A/B testing, campaign performance, and comfort with data analysis.
• Strong organizational & communication skills, with the ability to follow through complex projects.
• Acute attention to detail and ability to concurrently manage multiple priorities and stakeholders.
• Experience with project management tools such as Smartsheet is a plus.
• Curious and creative self-starter who enjoys problem solving.
• Working knowledge of SQL is a plus.
• Bachelor’s Degree or equivalent experience.

Responsibilities

• Design strategies to strengthen customer retention and optimization of messaging for promotional, triggered, and operational emails and push notifications.
• Own the monthly email and push content calendar(s), working cross-functionally with merchandising, web production, and creative to oversee execution of all email and push campaigns via Salesforce Marketing Cloud.
• Own segmentation strategy and audience building for all email and push communications.
• Regularly analyze data and provide actionable insights to meet business objectives.
• Develop optimizations through learnings and best practices, and identify new opportunities for channel growth.
• Partner with central IT teams on future platform roadmap and roll-out of enhancements.
• Lead QA of all emails and push notifications, along with design, copy, and merchandising teams to ensure messaging vision is translated accurately into email/push campaigns.
• Lead the email operations team, facilitating learning and development, identifying solutions to challenges and opportunities for growth.
• Collaborate with digital channel stakeholders to design multi-channel lifecycle journeys.
• Develop and own testing roadmaps for each channel.

Skills

Email marketing

Segmentation

A/B testing

Data analysis

Team management

SQL knowledge

Project management

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce Marketing Cloud

Smartsheet

Job description

Urban Outfitters seeks a CRM Manager to lead email and in-app push strategy, lifecycle optimization, and customer retention across the lifecycle.

You will own campaigns in Salesforce Marketing Cloud, manage a team, collaborate with merchandising, web production, and creative, and translate data into impactful communication. This role requires hands-on experience, strong analytics, and a curious mindset to drive growth in a fast-paced ecommerce environment.