Senior Manager, Voice of Customer (REMOTE)

  • Full-time

Company Description

Job Description 

 At Abercrombie & Fitch, the Voice of Customer (VOC) Senior Manager is a remote role responsible for leading a comprehensive program that captures, analyzes, and leverages customer feedback to drive continuous improvement across all aspects of the business.  A key advocate for the customer, this role is accountable for the design and implementation of robust closed-loop feedback mechanisms to gather valuable insights on customer satisfaction, expectations and preferences. Close collaboration with cross-functional teams ensures that customer feedback is effectively incorporated into experience strategies and business decision-making. The ideal candidate will have a deep understanding of the fashion retail industry, exceptional leadership, analytical and communication skills, and a passion for delivering an outstanding customer experience.

What Will You Be Doing? 

  • Leading and growing the impact of our Voice of Customer program, providing customer-driven insights to influence business decisions relating to the customer experience
  • Evangelizing the vision of the team to cross-functional partners and strongly advocating for the role of attitudinal customer feedback in business conversations
  • Cultivating the evolution of the VOC program via a transformational mindset, inclusive of program health, platform and data management within our broader enterprise tech stack and managing a remote team member
  • Working collaboratively with cross-functional analytics and insights teams to bring the holistic customer narrative to life
  • Providing regular reporting and analysis for leadership and the broader organization, with a focus on identifying opportunities to minimize customer friction


What Do You Need To Bring? 

  • 4-year college degree or equivalent experience.
  • 8-10+ years contributing to and leading Voice of Customer, Customer Satisfaction or NPS programs
  • 2+ years of previous people management experience (preferred)
  • 2+ years of experience with customer experience management platforms and customer feedback program management
  • Natural 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 Voice of Customer best practices collecting, analyzing, and synthesize insights, measures, and data to tell a cohesive and actionable story
  • Experience working in a Retail/eCommerce environment is strongly preferred

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global retailer of five iconic, omnichannel lifestyle brands catering to the kid through millennial customer: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. At A&F Co., we’re here for our associates, customers and communities on the journey to being and becoming who they are – and because no journey is the same, we strive to create an inclusive culture, where everyone is free to share ideas.  

Our Values 

We lead with purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being a 2021 recipient of Fortune’s Best Workplaces in Retail, and named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign for 16 consecutive years. We’re proud to offer equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, 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 

    Additional Information


    Notice (For Colorado, New York, California and Washington): The recruiting pay range for this position is $130,000 - $155,000. 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.

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