Program Manager, Personalization

TEMP Role: est. December 2022 – January 2023

The Program Manager - Personalization helps to drive innovation across the URBN portfolio (Urban Outfitters, Free People, Anthropologie, Nuuly, BHLDN & Terrain) through the development and execution of Personalization programs across multiple channels. The role acts as a key conduit between the central Digital group, internal Technology teams, URBN brand teams, and Personalization technology vendors. The role will help to guide a variety of personalization project requirements and vendor roadmap priorities, and will support the brands in their personalization strategies and campaign activations. Collaboration, attention to detail, organization, and analytics are an integral part of this position.

Primary Responsibilities

• Partner with brands to create, optimize, and troubleshoot campaigns within Salesforce Interaction Studio and Marketing Cloud, including for site and email product recommendations, site content, and triggered CRM
• Align personalization algorithms with brand goals and customer intent; test various site and email recommendation algorithms with brands, including A/B testing opportunities
• Regularly audit campaign recipes and ingredients to expand customer reach and drive additional demand
• Weekly and monthly reporting pulls
• Initiate and lead monthly meetings with brand teams to increase cross-brand collaboration and knowledge transfer (one for CRM, and one for on site activations)
• Be the key contact between brands and Salesforce to take requests, prioritize, and communicate updates proactively
• Keep track of known issues, such as SF bugs, and communicate status to brand teams and other internal stakeholders

Knowledge, Skills, and Abilities

• Strong working knowledge of Personalization and real-time triggered opportunities via Web, App, Email, Push, SMS, and post purchase
• Experience with audience segmentation, including via 1st party data
• Proficiency with a variety of algorithmic approaches to customer affinities and segmentation
• eCommerce experience required
• Salesforce Interaction Studio/Evergage experience preferred
• Proactive and collaborative
• Excellent communication including ability to simplify complex algorithmic concepts
• Agile in a fast paced business environment with constant change

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job