Urban Outfitters Customer Strategy and Experience Manager

The Urban Outfitters Customer Experience Manager will support the development and execution of retail customer experiences and the customer journey- whether in our stores, online and or as part of the loyalty program. This role focuses on creating a seamless and positive experience that resonates with Gen Z’s values, driving engagement, satisfaction, and growth.

The ideal candidate is detail oriented, organized, has strong problem-solving skills, a passion for customer advocacy, and the ability to transform customer insights into actionable strategies.  Experience and success in managing corporate projects that impact the customer journey will be critical. You’ll work closely with Brand Marketing, Store and E-commerce Operations, and Analytics.

Customer Strategy Support

• Partner with senior leaders to execute omni-channel customer strategies that align with business goals and Gen Z values.

• Research and collect data to understand our customer needs, preferences, and behaviors.

• Collaborate across teams (Digital, Retail, Marketing) to ensure strategies are aligned and actionable.

Customer Activations

• Support the planning and execution of customer activation events and campaigns.

• Partner cross-functionally to deliver memorable, brand-right experiences.

• Measure activation impact and provide recommendations for optimization.

• Help document and implement standardized processes for consistency in customer engagement and resolution

Customer Experience

• Manage projects that enhance the in-store and digital customer experience.

• Partner with the retail team to drive consistency and improve service across locations.

• Monitor and share customer sentiment and feedback.

• Translate quantitative and qualitative insights into clear, actionable recommendations. 
• Contribute to the development of training resources to improve frontline interactions.

Experience: 5+ years of experience in retail customer experience management, digital marketing, or retail operations. 

Brand Activation Experience:  Proficiency in bringing novel brand experiences to life from ideation stage.

Data Driven Decision Making: Proficiency in tracking  performance, measuring success, and adjusting strategies based on data-driven insights. 

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.

Inclusivity: Commitment to fostering diversity and inclusion within the workplace.

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.