CRM Manager, Urban Outfitters Europe
Urban Outfitters
Lifestyle retailer
Be an early applicant
Lifestyle retailer
201-500 employees
Be an early applicant
201-500 employees
Company mission
To bring together nostalgia for the past with an enthusiasm to shape the future.
Role
Who you are
- 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
What the job involves
- 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
Salary benchmarks
Our take
Urban Outfitters started out in the 1970s as a quirky little boutique in Philadelphia with a love for creativity and self-expression. More than 50 years later, it's grown into a globally recognised brand, but it hasn't forgotten where it came from.
It's known for its knack of catching (and keeping) attention with its unique mix of clothing, homeware, and vintage treasures. It connects with a community of over 10M shoppers and is always staying ahead of the trends.
While the brand might feel like an old favourite, it's far from slowing down. It shared record earnings in Q2 2025, with $143.9M in profit and strong growth across all its brands (including its sister companies Anthropologie, Free People, FP Movement, and Nuuly). New stores are opening and digital sales are booming, so its fair to say the brand has truly proven itself to be a powerhouse in the retail space.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Employee discount: Shop your fave brands for less
- Pension: Like to think ahead? We've got you
- Private medical insurance: Your health is important to us
- Birthday break: Take some time to celebrate you
- Career development: Grow at UO
- Volunteering time: Give back to your community
Company HQ
Spitalfields, London, UK
Leadership
Emma Wisden
(Managing Director)Emma has been the Managing Director of Urban Outfitters Europe since 2015. Prior to that, she spent 15 years at Topshop as a Fashion Director.
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