Urban Outfitters CRM Manager

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

Role Summary

Urban Outfitters is looking for a creative, passionate, and curious individual to join the Brand Outbound Marketing team as our CRM Manager. This unique opportunity is a highly visible position within the organization, leading a talented and driven team in a fast-paced environment. The CRM Manager will be responsible for strategic planning and optimization of our email and in-app push channels. This position will further develop Urban Outfitter’s relationship with our customers throughout their entire lifecycle, while driving higher customer retention and lifetime value.

Role 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

Role Qualifications

• Minimum 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

The Perks

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. If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.