CRM Manager

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.

• 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

• 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

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