Customer Research Manager (REMOTE)

Job Description 

 At Abercrombie & Fitch, the Customer Research Manager is a remote role that oversees and implements the design and execution of customer research projects to generate insights that inform brand and business strategy. A key advocate for the customer, this role leads a team of researchers who gather and analyze customer feedback on values, attitudes, and preferences using various methods and tools. Close collaboration with cross-functional teams ensures that customer insights are effectively incorporated into brand strategies and business decision-making. The ideal candidate will have a deep understanding of the fashion retail industry, exceptional leadership, analytical capabilities, as well as verbal and written communication skills. Finally, in addition to an insatiable curiosity about our customers, the ideal candidate will bring a passion for delivering clear, compelling, data-driven, insights-rich narratives to inspire business action.

What Will You Be Doing? 

• Influencing business actions based on customer insights synthesized from primary and secondary research
• Executing primary research initiatives inclusive of writing briefs, programming/moderating research engagements, synthesizing actions/recommendations, delivering concise/impactful written reports
• Establishing and maintaining best practices for customer research, ensuring quality, validity, and reliability of data and insights within the constraints of budgets and team capacity
• Driving the on-going evolution of the Customer Insights discipline at A&F Co., evangelizing and advocating for the role of attitudinal customer feedback in business conversations
• Partnering with cross-functional teams such as Data & Analytics, Marketing, Merchandising, Design, Digital and Corporate Strategy to provide customer insights in service of achieving key business objectives and results
• Communicating and presenting customer research findings and recommendations to senior leadership and the broader organization, with a focus on identifying opportunities that inspire curiosity and action
• Managing and developing a team of customer researchers who design and implement customer research projects using various quantitative and qualitative methods
• Staying abreast of industry trends, market research landscape, and customer behavior to identify emerging customer needs and opportunities for innovation

What Do You Need To Bring? 

• 4-year college degree or equivalent experience
• 8-10+ years of experience in customer research, market research, consumer insights, or related field
• 2+ years of previous people management experience
• 4+ years experience conducting primary quant and qual research utilizing various research methods and tools
• Master's degree or PhD in a relevant field preferred, but not required
• Intentional leader, with proven ability to drive change, bring a group to consensus and inspire enthusiasm towards the goals of the team
• A deep empathy for both the customer and your team's goals
• Methodological expertise and excellence with the ability and passion to implement research best practices to tell a cohesive and actionable story
• Experience conducting advanced quantitative methodologies such as segmentation, Max/Diff, Conjoint, longitudinal brand tracking and comfortable moderating qualitative engagements such as focus groups and IDIs
• Excellent verbal and written communication skills, with the ability to tailor messages to different audiences and levels of the organization
• Willingness to travel –quarterly domestic travel will be a requirement of this role
• Experience working in a Retail/eCommerce environment is strongly preferred

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.  

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive Bonus Program  
• Paid Time Off and Work From Anywhere Flexibility    
• Paid Volunteer Day per Year, allowing you to give back to your community 
• Merchandise Discount 
• Medical, Dental and Vision Insurance Available 
• Life and Disability Insurance 
• Associate Assistance Program 
• Paid Parental and Adoption Leave 
• Access to Carrot to support your unique parenthood journey 
• Access to Headspace dedicated to creating healthier, happier lives from the inside out 
• 401(K) Savings Plan with Company Match 
• Opportunities for Career Advancement, we believe in promoting from within 
• A Global Team of People Who'll Celebrate you for Being YOU 

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER

This role allows for remote work across the U.S.. Therefore, in states and cities that require the hourly or salary compensation or pay range to be included in a job posting, the recruiting pay range for this position is $125,000 - $150,000. Factors that may be used to determine your actual salary may include your specific skills, your years of experience, your work location, comparison to other employees in similar or related roles, or market demands. The range may be modified in the future.