Head of Customer Retention & Loyalty

Urban Outfitters started out as a single boutique in 1970s Philadelphia with creativity and uniqueness at its core. 50 years on, and over 60 stores across Europe later, we’ve become a destination for emerging design, unexpected styling, One-Of-A-Kind vintage and homeware that makes you want to hit the share button.  

We speak to a social community of over 10 million forward-thinking individuals, bringing together a nostalgia for the past with an enthusiasm to shape the future. The UO community are culturally aware, they shape the music scene, they live a digitally native life and they wear style trends before anyone else. At our core, we empower our customers and staff to express themselves, unapologetically, living life in a way that's truly authentic to them. 

We are always excited to bring new talent into the room, especially if you share our values: 

Progressive — we move with the mood 
Creative — we champion limitless minds 
Inclusive — we open our platforms to all communities 
Responsible — we work to reduce our impact on the environment 
Compassionate — we care for each other beyond the 9 to 5 

Sound like you, why not join us? 

The Head of Retention and Loyalty will play a pivotal role in driving customer lifetime value whilst building engaging touchpoints with the brand in both an on and offline environment to grow the Urban Outfitters existing customer base and keep the brand top of mind. This individual will be responsible for developing and implementing innovative strategies to retain existing customers, increase customer loyalty, and reduce churn.

• Customer Retention Strategy: Develop and execute comprehensive CRM strategies across customer touchpoints and lifecycle to minimise customer churn and maximise customer lifetime value.
• Loyalty Programs: Design and manage an engaging and incremental UO Rewards loyalty program that incentivises repeat purchase and fosters brand advocacy.
• Customer Segmentation: Identify and analyse customer segments to tailor retention and loyalty efforts based on individual preferences and behaviours.
• Data Analysis: Leverage customer data to track KPIs, measure the effectiveness of retention initiatives, and identify areas for improvement.
• Customer Communication: Oversee customer communication channels (email, push, sms, whatsapp) to ensure timely and personalised interactions that enhance customer satisfaction and loyalty. What customer communication channels have you worked across – (Email, Push, SMS, Whatsapp)
• Team Leadership: Lead and mentor a team of retention and loyalty professionals, providing guidance, training, and support to achieve departmental goals.
• Cross-Functional Collaboration: Collaborate with other departments (e.g., marketing, buying, trade, ecommerce) to ensure a seamless customer experience and optimise retention efforts.

• Bachelor's degree in business administration, marketing, or a related field.
• Depth of experience in CRM, customer retention, loyalty management, or a similar role within the e-commerce industry.
• Proven track record of developing and implementing successful retention and loyalty strategies.
• Strong analytical skills and ability to interpret customer data to drive insights.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and team members.
• Experience leading and managing teams, including coaching, mentoring, and performance management.
• Knowledge of e-commerce platforms and technologies.

Desired Skills

• Experience with CRM systems and customer data analytics tools.
• Familiarity with customer journey mapping and personalization techniques.
• Understanding of customer lifetime value (CLTV) metrics and calculations.
• Strong project management skills and ability to manage multiple initiatives simultaneously.
• This is a challenging and rewarding opportunity for a passionate and results-oriented professional to make a significant impact on our business.

#LI-GH1 #urbaneu #URBANEU

Work-life balance:

•  Flexible start and finish times
•  Bring your dog to work

Wellbeing:

•  Employees Assistance program to support with mental, physical and financial health
•  Fully equipped free gym and on-site wellness room in Brick Lane and 50% discount of external gym memberships
•  Private Medical Insurance

Employee Discount:

•  Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!)

Community:

•  One paid day to either volunteer or fundraise for a charity of your choice

 Travel:

•  Cycle to work scheme, season ticket loan

Continued Development:

•  We offer structured support within the business alongside continued learning and development

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.