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The Omni-Channel Customer Experience (CX) Coordinator plays a vital role in ensuring that every Urban Outfitters customer touchpoint—whether digital or physical—reflects our unique brand identity and exceeds evolving expectations. Working closely with the Customer Strategy & Experience Manager, this role is dedicated to the execution, coordination, and measurement of meaningful customer journeys. You will be the bridge between our creative vision and the frontline reality, helping to drive engagement and brand loyalty across all channels.

This position will be based out of our Philadelphia, PA Home Office and go into the office 3 days a week.

Operations & Support

• Escalation Support: Assist in resolving complex customer inquiries for both stores and online, including product questions, order discrepancies, and UO MRKT-related issues.
• Inbox Coordination: Monitor the CX inbox to facilitate communication between store teams and corporate operations, helping to resolve field-level issues.
• Issue Reporting: Identify and report website errors or digital friction points to the technical teams as they arise to help maintain a smooth customer journey.
• Database Maintenance: Update the customer-facing FAQ database with provided information regarding new policies, site features, or brand updates.

Communication & Brand Resources

• Information Relay: Serve as a point of contact for the contact center by distributing updates on marketing promotions, product launches, and brand campaigns.
• Resource Distribution: Organize and share product knowledge materials with contact center agents to ensure they have the most current information.
• Review Monitoring: Monitor and respond to product reviews using approved brand guidelines to assist shoppers and support the online community.

Reporting & Analytics

• Standard Reporting: Run monthly and quarterly Salesforce reports to track customer friction points and contact volume.
• Feedback Collection: Summarize customer sentiment and feedback from various channels to share with business partners.
• Data Support: Assist in pulling data for consumer research, competitive benchmarking, and loyalty program analysis.

Digital Support & Loyalty

• Chatbot Testing: Support the UO Chatbot initiative by participating in testing cycles and monitoring the brand voice based on pre-defined scripts.
• Loyalty Program Coordination: Assist in the administrative execution of loyalty and rewards initiatives, including help with loyalty-specific events and communications.
• Cross-Functional Support: Coordinate with the CRM and Marketing teams to ensure loyalty messages are sent according to the project schedule.

Events & Activations

• Event Logistics: Assist in the physical and digital setup of customer-facing events and campaigns.
• Documentation: Follow and document established processes to help ensure events are executed consistently across different locations.

Experience: 1–2 years of experience in retail, customer service, or a general office/administrative role.

Technical Skills: Basic familiarity with Salesforce or similar CRM tools; proficiency in Microsoft Office (Excel, Word).

Organization: Strong task management skills with the ability to meet deadlines and handle repetitive workflows.

Communication: Positive, professional, and timely communication; ability to represent the brand tone in customer-facing responses.

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. Ability to follow specific instructions and standardized processes accurately.

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.

Key Attributes: Models behaviors that align with URBN's values:

U - Unite in communicating and collaborating with integrity.

R - Respect our planet, our world, and each other.

B - Build lifestyle brands through creative entrepreneurship.

N - Nurture meaningful connections with customers and employees.

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.