Role Summary:
URBN is seeking a business focused, technology savvy, Customer Success Specialist to manage relationships for our marketplace programs. The Customer Success Specialist will work on the Marketplace Team within URBN’s Direct to Consumer (DTC) division; a centralized group, tightly aligned with brands and IT, specializing in user experience, product management, testing & analysis, digital strategy, portfolio management and program management. The Customer Success Specialist is responsible for owning the account management process for the URBN Marketplace Program. This role will report to the Marketplace Program Manager within the DTC Marketplace Team.
Role Responsibilities:
- Relationship Management– Own the relationship with URBN marketplace partners post-onboarding. Answer questions, problem-solve issues, and assist with assortment additions, on a daily basis. Provide advice and guidance to ensure a successful and healthy partnership for both URBN and our partners.
Communicate – Actively reach out to existing sellers on current business to help maintain a positive URBN/Seller relationship. Escalate any account management issues to the Marketplace Program Manager as they arise to maintain a good relationship status with existing sellers.
Analyze & Report – Analyze Marketplace partner sales performance data using internal analytics tools to proactively identify areas of opportunity and work with the Marketplace Program Manager on enhancing business strategy.
Data Input – Assist the onboarding team with functional tasks within internal systems and vendor software.
Role Qualifications:
- BA/BS degree or relevant account management experience
- Strong problem-solving and service orientation
- Excellent communication and organization skills – nothing slips by you or falls through the cracks
- Proactive, self-motivated and goal-oriented
- Experience within a customer service environment
- Technical understanding of API integrations, data hierarchy and mapping
- Passionate for the e-business sector, previous e-commerce/marketplace experience a plus
- Previous experience with SaaS platform, Mirakl, a plus
The Perks:
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
EEO Statement:
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.
