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Director, Global Customer Retention
URBN
Philadelphia, PA, United States
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Founded in 1970, Urban Outfitters (www.UrbanOutfitters.com) operates more than 200 stores in the United States, Canada, and Europe, all offering an eclectic mix of merchandise. We stock our stores with what we love, calling on our—and our customer's—interest in contemporary art, music, and fashion. From men's & women's apparel and accessories to items for the apartment, we offer a lifestyle-specific shopping experience for the educated, urban-minded individual in the 18 to 30 year-old range—both online and in our stores as well as through our catalog.
Title
Director, Global Customer Retention
Reports to
Sr. Director, Global Digital Marketing & Analytics
Overview
Urban Outfitters seeks an experienced CRM professional that will manage highly targeted direct marketing programs and database driven marketing strategies in support of our ever growing global omni-channel business. This role will focus on the research, strategic planning, execution, and analysis of multi-channel marketing programs in support of customer life-cycle initiatives. This senior position on the Urban Outfitters e-commerce team reports to the Sr. Director, E-commerce & Digital Marketing.
Responsibilities
• Be the leader in developing multi-channel marketing strategies for customer lifecycle, onboarding, growth, and retention programs
• Support leadership in development and execution of retention marketing strategy for the company, based on customer behavior, analytics/insights and financial/merchandise plans/goals
• Further membership and engagement goals in Urban Outfitters loyalty program, UO Rewards
• Build and develop a consumer research program to enhance the learnings of who the Urban Outfitters customer is and our competitive landscape
• Lead a multi-level team of associates to ensure strategies are properly executed daily
• Work with DTC group to further app marketing & technology including push, beacon, wallet & SMS programs
• Support marketing objectives to create a consistent brand experience across all channels
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Engage collaboratively with the Marketing Analytics and creative team to establish KPIs and define the learning and testing agenda.
• Work with IT to define requirements for system improvements/enhancements and to support the day-to-day maintenance and development of the CRM database
• Coordinate with key stakeholders to get program buy in and align on key acquisition & revenue goals.
• Lead vendors and agency partners to ensure strategic consistency across program elements.
Requirements
• A minimum of 10 years of Marketing and CRM experience in a multi-channel or online retail environment
• Working knowledge of SQL programming & advanced user of Microsoft Excel
• Experience with Campaign Management tool (Unica, EMS a plus)
• Knowledge of Market and/or Consumer Research, both 1st & 3rd party data
• Significant experience managing a team
• Knowledge of CRM technology management, with a strong understanding of marketing, data structure, operational databases & segmentation
• Excellent oral, written and presentation skills, with prior experience working with senior management
• A passion for digital, CRM and one-to-one communications, using data for insights and excited about incorporating new technologies into traditional CRM approaches and formats
• Demonstrated success working in an integrated cross-functional team environment, providing effective creative direction and strategic feedback to improve campaign performance
Education
Bachelor’s Degree (M.S. preferred) in Business, Marketing or Statistics.
Location
Philadelphia, PA