Urban Outfitters - CRM Manager

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 CRM Manager will lead the development and optimization of customer lifecycle programs across URBN Europe, driving retention, personalization, and customer value growth. This role will own the end-to-end planning and execution of multi-channel CRM activity from segmentation and journey design to reporting, optimization and technical enablement. Working closely with global tech, analytics, brand, planning, and loyalty teams, the CRM Manager will ensure our customer communications are insight-led, on-brand, and high-performing across Email, Push, SMS and future channels.

• Lead the design, build and optimization of best-in-class CRM customer journeys, with a focus on retention, localization and personalization, ensuring high quality logic, timely execution, and measurable impact.
• Oversee weekly CRM performance reporting, creating clear storytelling and actionable insights to influence trading, marketing, and senior stakeholders.
• Partner with global tech and analytics teams to define and evolve key customer segments, lifecycle stages, and event triggers; leverage data to refine BAU and automated programs.
• Collaborate with Planning, Buying, and Marketing to develop and deliver a seasonal and tactical CRM calendar across Email, Push, SMS and other channels.
• Work closely with analytics and creative teams to review and enhance campaign/journey performance, ensuring all communications are on-brand, relevant and effective.
• Coach and mentor CRM team members, improving campaign effectiveness and embedding an agile approach to test-and-learn, optimization, and BAU/triggered program development.
• Partner with the Head of Retention & Loyalty on CRM elements of the loyalty program covering briefs, journey design, execution and ongoing customer journey optimization.
• Work with global tech teams to improve integration and data flows into the ESP, with strong understanding of current and future CRM/Mar Tech stack components.
• Collaborate with Performance Marketing, Brand and Retail on database growth initiatives, including acquisition, enrichment and loyalty program enrolment.
• Manage relationships with third-party vendors, ensuring deliverability, channel health and high operational standards across all CRM and Loyalty programs.

• Significant experience in CRM management within a high-volume, consumer-facing environment (retail, e-commerce or similar), overseeing sizeable customer databases.
• Strong experience across multi-channel CRM including Email, Push, SMS and automated lifecycle programs.
• Hands-on knowledge of Salesforce Marketing Cloud or similar ESP/marketing automation platforms, with ability to self-serve, troubleshoot and learn new SaaS tools quickly.
• Analytical and solutions-oriented, able to translate data into insights, decisions, and recommendations for trading and marketing teams.
• Agile, proactive and comfortable pivoting, with strong commercial awareness and ability to align CRM activity with trade, brand and buying priorities.
• Excellent communication and stakeholder management skills, capable of influencing and aligning cross-functional teams.
• Experience with CDPs, CRM or Customer 360 platforms, with strong understanding of single customer view and customer data structures.
• Line management experience preferred, with ability to develop and coach team members.

• Work-life balance:
  • Flexible start and finish times
  • Bring your dog to work
• Wellbeing:
  • Employees Assistance program to support mental, physical and financial health
  • Fully equipped free gym and on-site wellness room in Brick Lane and 50% discount off external gym memberships
  • Private Medical Insurance
• Employee Discount:
  • Up to 40% off at all URBN Brands
• 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

#UrbanEU

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.