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
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