Urban Outfitters Senior Manager, CRM

Urban Outfitters•Philadelphia, PA

About The Position

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.

Requirements

Bachelor’s degree in Marketing, Business, Retail or a related field.
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.
Proficiency in CRM platforms and Outbound marketing tools, including but not limited to: basic knowledge of SalesForce, BlueCore, Attentive or similar platforms.
Excellent problem-solving skills with the ability to translate complex data into actionable insights. Skilled in A/B testing and performance analysis.
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.
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.

Responsibilities

Design and manage multi-channel retention and activation campaigns including SMS, email, and push notifications and end-to-end triggered journeys.
Use customer insights to deliver targeted, personalized communications that drive engagement and lasting Brand loyalty with current (Gen Z) and future generations.
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.
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.
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.
Continuously test, learn, and iterate to ensure retention strategies remain effective and competitive.
Drive audience segmentation through data‑driven analysis, identifying distinct behavioral cohorts within UO and translating insights into targeted CDP audiences for personalized digital engagement.