Urban Outfitters Customer Experience Coordinator

A lifestyle retailer dedicated to inspiring customers through a unique combination of product, creativity, and cultural understanding. Founded in 1970 in a small space across the street from the University of Pennsylvania, Urban Outfitters now operates over 200 stores in the United States, Canada and Europe, offering experiential retail environments and a well-curated mix of women’s, men’s, accessories and home product assortments.

Title: Urban Outfitters Customer Experience Coordinator

Reports To: Urban Outfitters Manager of Customer Experience

Overview: The Customer Experience Coordinator is an integral part of the Store Operations team and provides support to store teams by working to elevate our customer’s experience with Urban Outfitters. This support is manifested through the development and implementation of engaging training programs, providing clear and effective resources, and promoting successful customer engagement and experience. The Customer Experience Coordinator’s line of communication with store teams, in conjunction with Store Operations, ensures the cultivation of a loyal customer base that enhances the culture of our brand.

Responsibilities include:

• Partner with CX Manager to develop multimedia training programs and resources to promote positive customer engagement and experience
• Work with Store Operations team members and cross-functionally to improve company policies and standard operating procedures with a focus on enhancing the Customer Experience
• Create fresh and engaging weekly Customer Experience focuses to inspire field teams
• Promote & celebrate exceptional Customer Experience through a weekly employee recognition program
• Utilize customer feedback and reporting to improve upon overall Customer Experience
• Assist and resolve inquiries from store teams and customers with the experience of our customers as a top priority
• Disseminate company policy and resources to effectively work through Store team and customer inquiries

Job Skills:

• Passionate about working with people
• Exceptional written and verbal communication skills, adapting to a variety of audiences (Field teams, Home Office, customers)
• Self-starting, creative problem solving in line with company policies & culture
• Strong organizational and time management skills and ability to manage multiple projects, meet deadlines, and coordinate with cross-functional teams

Experience Requirements:

• Proficient in Microsoft Office and Adobe Creative Suite
• Experience with software used in constructing multimedia packets that are engaging and information dense
• At least 2 years retail experience
• At least 2 years’ experience in customer facing position
• Proficient in mentoring, with a focus on curriculum development and delivery
• Comfortable navigating customer concerns

Location: Must be based in Philadelphia, PA (Hybrid work week with 3 days a week in office)

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.