Customer Research Manager

Summary

Join Abercrombie & Fitch as a Customer Research Manager and lead a team in designing and executing customer research projects. You will influence business decisions using insights from primary and secondary research, establish best practices, and present findings to senior leadership. This role requires strong analytical and communication skills, experience in quantitative and qualitative research methods, and proven leadership abilities. The ideal candidate will have a deep understanding of the fashion retail industry and a passion for delivering data-driven insights. The position offers a competitive salary, benefits, and opportunities for career advancement. Remote work across the U.S. is allowed.

Requirements

• 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
• 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

Responsibilities

• Influence business actions based on customer insights synthesized from primary and secondary research
• Execute primary research initiatives inclusive of writing briefs, programming/moderating research engagements, synthesizing actions/recommendations, delivering concise/impactful written reports
• Establish and maintain best practices for customer research, ensuring quality, validity, and reliability of data and insights within the constraints of budgets and team capacity
• Drive 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
• Partner 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
• Communicate and present customer research findings and recommendations to senior leadership and the broader organization, with a focus on identifying opportunities that inspire curiosity and action
• Manage and develop a team of customer researchers who design and implement customer research projects using various quantitative and qualitative methods
• Stay abreast of industry trends, market research landscape, and customer behavior to identify emerging customer needs and opportunities for innovation

Preferred Qualifications

• Master's degree or PhD in a relevant field
• Experience working in a Retail/eCommerce environment

Benefits

• 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
• Incentive Bonus Program