Urban Outfitters Customer Experience Coordinator

Job description

Role Summary 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. Role Responsibilities: 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...