Urban Outfitters Customer Strategy and Experience Manager

Urban Outfitters • Philadelphia, PA

81d

About The Position

The Urban Outfitters Customer Experience Manager will support the development and execution of retail customer experiences and the customer journey- whether in our stores, online and or as part of the loyalty program. This role focuses on creating a seamless and positive experience that resonates with Gen Z’s values, driving engagement, satisfaction, and growth. The ideal candidate is detail oriented, organized, has strong problem-solving skills, a passion for customer advocacy, and the ability to transform customer insights into actionable strategies. Experience and success in managing corporate projects that impact the customer journey will be critical. You’ll work closely with Brand Marketing, Store and E-commerce Operations, and Analytics.

Requirements

• 5+ years of experience in retail customer experience management, digital marketing, or retail operations.
• Proficiency in bringing novel brand experiences to life from ideation stage.
• Proficiency in tracking performance, measuring success, and adjusting strategies based on data-driven insights.
• Positive, professional, and timely communication with teams, supporting departments, vendors, and suppliers.
• Clearly and confidently express ideas, needs, and boundaries in a respectful manner.
• Proactively plans and controls time to efficiently deliver team priorities and meet deadlines.
• Focus on and manage the small details of a task or project to consistently produce high-quality work.
• Take responsibility for the outcomes of your work and the decisions that lead to those outcomes.
• Commitment to fostering diversity and inclusion within the workplace.

Responsibilities

• Partner with senior leaders to execute omni-channel customer strategies that align with business goals and Gen Z values.
• Research and collect data to understand our customer needs, preferences, and behaviors.
• Collaborate across teams (Digital, Retail, Marketing) to ensure strategies are aligned and actionable.
• Support the planning and execution of customer activation events and campaigns.
• Partner cross-functionally to deliver memorable, brand-right experiences.
• Measure activation impact and provide recommendations for optimization.
• Help document and implement standardized processes for consistency in customer engagement and resolution.
• Manage projects that enhance the in-store and digital customer experience.
• Partner with the retail team to drive consistency and improve service across locations.
• Monitor and share customer sentiment and feedback.
• Translate quantitative and qualitative insights into clear, actionable recommendations.
• Contribute to the development of training resources to improve frontline interactions.

Benefits

• Medical
• Dental
• Vision
• PTO
• Generous employee discounts
• Retirement savings
• Comprehensive Perks & Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees