Abercrombie and Fitch Co. Looking for Data Analyst, Customer Service at Columbus, OH Full Time

OUR COMPANY
Abercrombie & Fitch Co. is a portfolio of lifestyle brands including Abercrombie & Fitch, abercrombie kids, Hollister, and Gilly Hicks. Reaching customers across 120+ countries, we strive to create customer-centric, omni-channel experiences for our global customer base.

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.

The E-Commerce team at Abercrombie & Fitch is the driving force behind all our innovative digital and omni-channel operations. This team is focused on developing, designing, testing, and implementing new and improved ways for our customers to experience the brands both in stores and online.

A critical element of our E-Commerce team is being able to optimize the experience for our good customers while minimizing our exposure to fraud and abuse.

The DTC Data Analyst will focus on the analysis of customer purchase behavior and order data to accomplish this. In our scope of work we will support digital fraud, digital returns, and our appeasements processes. The ideal candidate will excel at:

• Data analytics: have an established background of looking at large amounts of data to identify trends and troubleshoot problems
• Root Cause Analysis: be able to interpret current state and offer direction to address root causes of issues as they occur
• Being proactive: it’s important that we find fraud trends before they grow into larger more serious issues
• Thinking broadly: the ability to understand broader business functions and make sure the decisions we make in the fraud space do not impact our good customer’s experience
• Communication: by being closest to our data will mean that you will have insights before anyone else, and being able to organize and share reporting and insights daily is critical
• Challenging processes: the desire to take initiative and challenge current processes to continue to move the needle

What will you be doing?

• Using data, helping to develop/monitor/constantly improve our customer facing policies and processes
• Troubleshoot issues with data driven decision making.
• Developing and supporting reporting to help focus attention on our critical KPI’s.
• Real time monitoring of incoming orders to identify anomalies.
• Work closely with internal and external business partners to share relevant findings and observations.
• Recognize and implement process improvements.
• Support the operational team by assisting with queues and special cases as they arise.
• Assume additional responsibilities as requested.

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER