Urban Outfitters Director of Customer Strategy & Experience

Urban Outfitters is seeking a Customer Strategy & Experience Director who will enhance customer loyalty programs, retail experiences, and digital interactions. This strategic leader aims to create a cohesive and positive experience that resonates with Gen Z's values, driving satisfaction and business growth. Responsibilities include overseeing the end-to-end customer journey, ensuring operational excellence, and driving continuous improvement initiatives. The ideal candidate will have a strategic mindset, a passion for customer advocacy, and a proven track record in managing complex operations. 

Customer Strategy Leadership: 

• Develop and implement an omni-channel customer strategy that aligns with Gen Z’s values and the company's marketing and business goals. 

• Collaborate with the executive team, especially Heads of Digital and Retail, to shape and execute the customer experience strategy. 

• Develop and execute a consumer insights strategy to understand user needs, preferences, behaviors, and attitudes. 

Customer Experience: 

• Create a framework to ensure consistency in strategic project execution. 

• Oversee the development and execution of strategies to enhance the in-store and digital customer experience. 

• Work closely with the retail team to ensure consistent and exceptional service across all locations. 

• Measure and track the customer experience satisfaction. 

• Partner to develop training programs for retail staff to improve customer interactions and satisfaction. 

• Ensure seamless integration of digital and physical customer experiences. 

Customer Activations: 

• Plan and execute customer activation events and campaigns to drive brand awareness and engagement. 

• Partner with cross-functional teams to create memorable and impactful customer experiences. 

• Measure the effectiveness of activation initiatives and adjust strategies as needed. 

• Foster a sense of community and belonging through interactive and participatory experiences. 

Process & Methodology Improvement: 

• Identify and optimize key touchpoints in the customer journey to enhance the overall experience and drive customer value. 

• Develop and implement standardized methodologies to ensure consistency in customer engagements, problem resolution, and success planning. 

• Lead process refinement initiatives to align customer interactions with business objectives, maximizing efficiency and impact. 

• Collaborate cross-functionally to ensure seamless integration of customer processes across teams. 

• Partner with teams across the organization to address issues and opportunities. 

Analytics, Insights, and Systems: 

• Monitor and share customer sentiment. 

• Utilize customer feedback and analytics to continuously improve touchpoints. 

• Develop and execute a consumer insights strategy to understand Gen Z and emerging adults. 

• Implement feedback loops to respond to Gen Z customer needs. 

• Present key insights and recommendations to C-suite executives and other senior stakeholders in a relevant, actionable manner tied to business outcomes. 

• Oversee consumer research initiatives using quantitative and qualitative methods. 

• Stay updated on competitor programs through market research and online monitoring. 

• Utilize competitor insights to enhance customer strategies and identify differentiation opportunities. 

• Drive Rewards program results by providing insights and recommendations. 

• Identify, develop, and oversee key research, technology initiatives, analytics efforts, and process improvements. 

Customer Loyalty and Membership Programs: 

• Develop and implement innovative customer loyalty programs to increase customer retention and lifetime value. 

• Analyze customer data to identify trends and opportunities for enhancing loyalty initiatives. 

• Collaborate with marketing and sales teams to promote loyalty programs and drive engagement. 

• Direct the development and execution of Rewards go-to-market & messaging strategy and campaign calendar. 

• Oversee the development and deployment of individual Rewards campaigns in collaboration with Creative, Marketing, Technology, and Operations teams. 

• Drive continuous improvement of campaign development processes and opportunities for innovation. 

• Build and direct the overall loyalty program strategy leveraging the unique strengths and resources of Urban Outfitters. 

• Provide ongoing guidance, feedback, and risk/issue management from different Rewards facets, including Marketing, Technology, and Operations. 

• Develop and manage the budgets for the Rewards program in partnership with Finance. 

Team Leadership: 

• Lead, mentor, and develop a high-performing team of researchers and UX strategists. 

• Work closely with cross-functional teams, including brand marketing, PR, digital marketing, retail, and e-commerce, to ensure a cohesive and integrated customer journey. 

• Foster a culture of collaboration, innovation, and continuous learning. 

Education: Bachelor's degree in Marketing, Business Administration, or a related field; MBA preferred. 

Experience: 10+ years of experience in customer experience management, digital marketing, or retail operations. 2+ years in customer loyalty program management.  

Analytics and Reporting: Proficiency in using analytics tools to track performance, measure success, and adjust strategies based on data-driven insights 

Trend Awareness: Keeping up with the latest social media trends and platform updates to ensure the brand remains relevant and innovative 

Communication: Positive, professional, and timely communication with teams, supporting departments, vendors, and suppliers.  

Assertiveness: Clearly and confidently express ideas, needs, and boundaries in a respectful manner. 

Time Management: Proactively plans and controls time to efficiently deliver team priorities and meet deadlines.  

Detail Orientation: Focus on and manage the small details of a task or project to consistently produce high-quality work.  

Ownership: Take responsibility for the outcomes of your work and the decisions that lead to those outcomes. Hold yourself accountable.  

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URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.