Nuuly Associate Director, Crm

Launching a clothing rental subscription service might seem like a bit of an unusual move for a company known for experiential retail concepts, but it's right in line with our mission since 1970: encouraging customers to express themselves through their wardrobes and the spaces they keep.
Our unlike-anywhere-else curation of hundreds of designers and labels—and not just from our own brands—is designed to give you everything you need to get inspired, get creative and explore all the different aspects of your individual style, we're here so you can get dressed the way you want.
Title
Associate Director, CRM
Reports to
Director of Marketing
Supervises
CRM Manager (CRM team)
Overview
The Associate Director, CRM will be responsible for driving efficient and effective customer acquisition, retention, and loyalty through strategic management of email marketing, SMS, and promo/rewards programs. Reporting into the Director of Marketing, the Associate Director, CRM will lead the strategy to engage and retain existing customers to maximize CLV. Your primary objective will be to leverage data-driven insights to deliver personalized experiences, optimize customer communication journeys, and drive business growth.
Responsibilities

• Collaborate with insights, product, creative, and analytics teams to gather customer insights, define key performance indicators (KPIs), and measure the success of CRM initiatives.
• Monitor campaign performance, conduct A/B testing, and analyze results to continuously improve campaign effectiveness and ROI.
• Oversee the implementation and maintenance of Braze, ensuring data integrity, accessibility, and security.
• Utilize customer segmentation and data analysis to identify opportunities for enhancing customer experiences, increasing customer lifetime value, and reducing churn.
• Develop and execute the overall CRM strategy and roadmap in alignment with Nuuly's business goals and customer-centric approach.
• Lead a team of CRM professionals, providing guidance, mentorship, and fostering a collaborative and innovative work environment.
• Foster a culture of customer-centricity within the organization, promoting a deep understanding of customer needs and preferences across all departments.
• Develop and optimize automated marketing campaigns, including email, SMS, push notifications, and in-app messaging, to engage customers at various touchpoints in the customer journey.
• Stay up to date with industry trends, best practices, and emerging technologies in CRM and customer engagement to drive innovation and maintain a competitive edge.

Qualifications

• Bachelor's degree in marketing, business, or a related field.
• Proven experience (8+ years) in CRM, customer lifecycle management, preferably in the subscription and/or direct to consumer space.
• Strong leadership and people management skills, with a track record of successfully leading and motivating teams.
• Results-oriented mindset with a focus on driving measurable impact and achieving key performance metrics.
• Demonstrated ability to think strategically, identify growth opportunities, and execute data-driven CRM initiatives.
• A strong ability to adapt to a fast-paced and ever-evolving environment.

Job Skills

• Proficiency in leveraging customer data and analytics to drive strategic decision-making and improve customer experiences.
• Excellent communication and collaboration skills, with the ability to influence stakeholders and build strong relationships across the organization.
• Expertise in CRM strategies, tools, and technologies, including CRM platforms (specifically Braze), marketing automation, and data analysis tools.

Education
Bachelor’s Degree in Marketing, Business, or a related field.
Location
Philadelphia, PA
Urban Outfitters, Inc. 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.