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Customer Journey Specialist (Remote)

Learn more about Abercrombie & Fitch
Abercrombie & Fitch

Abercrombie & Fitch

Customer Journey Specialist (Remote)

Remote
Full Time
Paid
  • Responsibilities

    OUR COMPANY

    Abercrombie & Fitch Co. is a portfolio of five global, renowned lifestyle brands: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. We reach customers across 120+ countries and strive to create inclusive, welcoming, omni-channel experiences for our global customers.

    OUR VALUES

    How do we do it? Every day, our associates show up and empower one another to stay curious and think big. As a team of relentless innovators, we aren't afraid to dream boldly. We are accountable and aim to the highest caliber to understand, push boundaries and embrace change. We coach, mentor, care, and bring our best selves every day because we are in this together. Whether you lead yourself, a team, or the company, everyone is a leader at A&F.

    JOB DESCRIPTION

    ANF Corp seeks a dynamic individual to join the Customer Intelligence team in a newly created role, Customer Journey Specialist. This role, under the broader umbrella of the integrated Data & Analytics team, will be a voice for the customer and a change agent for the organization. The ideal candidate will be an all-around professional with Customer Insights (Qual and Quant, Social Listening, Brand Perception Tracking, etc), CRM, Omni Personalization, Media, and Marketing experience.

    Reporting to the CRM Manager, this highly visible role partners closely with insights peer across the broader D&A team and with cross-functional strategists across marketing, UX and merchandising. Bringing an intimate understanding of how consumers interact with experiences, product, comms and technology, this pivotal role demands a focus on how to most effectively solve each brand's business challenges through an orchestrated system of touchpoints that inspires connectivity with our iconic lifestyle brands.

    WHAT WILL YOU BE DOING?

    • Providing data driven insights to guide strategy across brands
    • Analyzing a variety of data-centric resources to develop powerful insights into consumers' media consumption and behavior that fuel decision-making and guide the development of a coherent and effective connections plan
    • Influencing the organizations approach to creating data-driven strategies that lead to boundary-pushing, human-centric communications, experiences and products to solve customer pain points and drive business growth
    • Mapping consumer experience journeys to identify high impact moments for our brands to connect
    • Crafting stories based on how and why consumers are interacting with our brands to better connect with their consumers
    • Partnering with D&A brand leads, marketing, creative strategists, planners, and other cross-capability teams to translate the holistic communications plan into innovative ideas and programs, resulting in smartly-mapped marketing tactics that deliver on stated goals
    • Leading the evolution of A&F's enterprise segmentation strategy and connections toolkit - a consistent approach to connections strategy outputs
    • Collecting feedback from customer facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude
    • Educating teams across the company to have a strong customer orientation, empowering them to solve problems and think strategically
    • Working with cross departmental teams to determine key metrics and ways to quantify impact on customer experience on the overall business, including customer engagement and customer satisfaction

    WHAT WILL YOU NEED TO BRING?

    • 3-4 years experience in a marketing analyst or research role. Retail, apparel or consumer goods experience is a plus
    • BA/BS in a communications, marketing, psychology, sociology, economics or other marketing-related major
    • Experience with tools such as Comscore, Edited, Brandwatch, MRI, GWI, Kantar Millward Brown, Adobe Analytics/Google Analytics, CDPs (Evergage, Segment, etc.), etc., to inform data-drive insights to drive strategies
    • Whole brain thinking- comfortable speaking to (and knowing the difference between) strategy and tactics, deft at integrating quant and qual data to communicate insights
    • Ability to drive projects to conclusion and work effectively with a variety of cross functional partners from various levels within the company
    • Self-motivated, independent, with excellent communication skills and strong project management capabilities
    • Creative approach to problem solving with a humble, team-oriented and optimistic attitude
    • Entrepreneurial spirit, and ability to handle significant responsibility
    • Ability to think and react in a high-energy, fast-paced environment

    ADDITIONAL INFORMATION

    ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER

  • Industry
    Retail
  • About Us

    Abercrombie & Fitch Co. is a portfolio of global lifestyle brands (Abercrombie & Fitch Co., abercrombie kids, Hollister, and Gilly Hicks) that share a commitment to offering products of enduring quality and exceptional comfort – allowing consumers around the world to express their own individuality and style. The company operates approximately 850 stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites www.abercrombie.com and www.hollisterco.com.