At a Glance
- Tasks: Lead CRM strategies to enhance customer engagement and retention across multiple channels.
- Company: Join Urban Outfitters, a vibrant brand known for its unique style and culture.
- Benefits: Enjoy competitive pay, creative work environment, and opportunities for personal growth.
- Other info: Dynamic role with opportunities to mentor and develop your team.
- Why this job: Make a real impact on customer experiences while working with a passionate team.
- Qualifications: Experience in CRM management and strong analytical skills are essential.
The predicted salary is between 40000 - 50000 € per year.
Requirements
- 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, optimisation 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 optimisation of best-in-class CRM customer journeys, with a focus on retention, localisation 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, optimisation and BAU/triggered programme development.
- Partner with the Head of Retention & Loyalty on CRM elements of the loyalty programme covering briefs, journey design, execution and ongoing customer journey optimisation.
- Work with global tech teams to improve integration and data flows into the ESP, with strong understanding of current and future CRM/MarTech stack components.
- Collaborate with Performance Marketing, Brand and Retail on database growth initiatives, including acquisition, enrichment and loyalty programme enrolment.
- Manage relationships with third-party vendors, ensuring deliverability, channel health and high operational standards across all CRM and Loyalty programmes.
CRM Manager (Urban Outfitters) in London employer: Deepstreamtech
Urban Outfitters is an exceptional employer that fosters a dynamic and inclusive work culture, where creativity and innovation thrive. As a CRM Manager, you will have the opportunity to lead impactful customer lifecycle programmes while collaborating with cross-functional teams in a vibrant retail environment. With a strong focus on employee growth and development, Urban Outfitters offers comprehensive training and mentorship, ensuring that you can advance your career while making a meaningful contribution to the brand's success.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager (Urban Outfitters) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the retail and e-commerce sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your CRM projects and successes. This is your chance to demonstrate how you’ve driven retention and personalised customer experiences. Make it easy for potential employers to see what you can bring to the table.
✨Tip Number 3
Prepare for interviews by brushing up on your knowledge of Salesforce Marketing Cloud and other CRM tools. Be ready to discuss how you’ve used data to inform decisions and optimise campaigns. Confidence in your technical skills will impress hiring managers!
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Tailor your application to highlight your experience with multi-channel CRM and your ability to lead teams. Let’s get you that dream job!
We think you need these skills to ace CRM Manager (Urban Outfitters) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the CRM Manager role. Highlight your experience in managing customer databases and any hands-on work with Salesforce Marketing Cloud or similar tools. We want to see how your skills align with our needs!
Showcase Your Analytical Skills:Since this role is all about translating data into actionable insights, don’t shy away from showcasing your analytical prowess. Include examples of how you've used data to drive decisions in previous roles. We love a good story backed by numbers!
Communicate Clearly:Your written application should reflect your excellent communication skills. Be clear and concise, and make sure to convey your ability to influence and align cross-functional teams. Remember, we’re looking for someone who can connect the dots!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Let’s get your journey started!
How to prepare for a job interview at Deepstreamtech
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM management, especially within retail or e-commerce. Brush up on your knowledge of Salesforce Marketing Cloud or similar platforms, as you might be asked to demonstrate your hands-on experience and problem-solving skills with these tools.
✨Data is Your Best Friend
Prepare to discuss how you've translated data into actionable insights in previous roles. Think of specific examples where your analytical skills led to improved customer engagement or retention strategies, as this will show your ability to align CRM activities with business goals.
✨Show Off Your Communication Skills
Since the role involves influencing cross-functional teams, practice articulating your ideas clearly and confidently. Be ready to share experiences where you successfully managed stakeholder relationships or collaborated with different departments to achieve a common goal.
✨Be Agile and Proactive
Demonstrate your adaptability by sharing instances where you pivoted strategies based on market changes or customer feedback. Highlight your proactive approach to problem-solving and how it has positively impacted your previous teams or projects.
