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Customer Insights Lead

2 months ago

Columbus, Ohio, United States Abercrombie and Fitch Co. Full time
Job Overview

Company Overview
Abercrombie & Fitch Co. is a global, digitally-focused specialty retailer that offers apparel and accessories tailored for various age groups, from children to millennials, with collections designed to meet their unique lifestyle requirements.

Position Summary
The Customer Research Manager is a remote position responsible for overseeing the planning and execution of customer research initiatives aimed at deriving insights that shape brand and business strategies. This role is pivotal in advocating for customer perspectives and leads a team of researchers dedicated to collecting and interpreting customer feedback regarding values, preferences, and attitudes through diverse methodologies.

Key Responsibilities

  • Drive business decisions by synthesizing customer insights from both primary and secondary research.
  • Lead primary research projects, including drafting briefs, moderating research sessions, and delivering impactful reports with actionable recommendations.
  • Establish and uphold best practices in customer research, ensuring the integrity and reliability of data within budgetary and team constraints.
  • Champion the evolution of the Customer Insights discipline, promoting the significance of customer feedback in strategic discussions.
  • Collaborate with cross-functional teams, including Data & Analytics, Marketing, Merchandising, Design, Digital, and Corporate Strategy, to integrate customer insights into achieving business objectives.
  • Present research findings and strategic recommendations to senior leadership, focusing on opportunities that foster curiosity and drive action.
  • Manage and mentor a team of customer researchers, guiding them in the design and execution of research projects using various quantitative and qualitative techniques.
  • Stay informed about industry trends, market research developments, and customer behaviors to identify new customer needs and innovation opportunities.

Qualifications

  • Bachelor's degree or equivalent experience.
  • 8-10+ years of experience in customer research, market research, consumer insights, or a related field.
  • Minimum of 2 years in a management role.
  • 4+ years of experience in conducting primary quantitative and qualitative research using various methodologies.
  • Preferred: Master's degree or PhD in a relevant field.
  • Proven leadership skills with the ability to drive change and build consensus within a team.
  • Strong empathy for both customer needs and team objectives.
  • Expertise in research methodologies with a passion for delivering cohesive and actionable insights.
  • Experience with advanced quantitative techniques such as segmentation, Max/Diff, Conjoint analysis, and familiarity with moderating qualitative sessions like focus groups.
  • Exceptional verbal and written communication skills, capable of tailoring messages for diverse audiences.
  • Willingness to travel domestically on a quarterly basis.
  • Experience in a Retail or eCommerce setting is highly desirable.

Company Values
Abercrombie & Fitch Co. is committed to being a great place to work, as evidenced by our certifications and recognition for inclusivity and employee satisfaction. We prioritize equitable compensation, comprehensive benefits, and opportunities for professional growth, fostering a culture that celebrates diversity and community engagement.