Job Description 

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.

The A&F Co. Digital Policy Team is responsible for the monitoring for and prevention of fraud and abuse.  Our area of focus is currently on our digital business, but we commonly overlap with other areas.  We use a variety of tools to accomplish these responsibilities and lead multiple cross functional working sessions to drive improvements in areas that need additional focus/change.

Located in Columbus, OH the Digital Policy Analyst will be responsible for delivering insights on opportunities and performance across Digital Checkout and Returns experiences, and for leveraging our suite of fraud and abuse prevention tools to drive the customer experience forward while limiting risk to A&F Co.  This person will be responsible for managing the performance of these tools with internal and external partners, for identifying and delivering value across the digital business through data analysis, and for collaborating with cross-functional partners to launch new policies.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Work with our third-party AI Checkout and Returns decisioning partner to map system flows, triage integration issues, and manage integration development work with our internal engineering team.
• Leverage data to understand and report on business performance metrics for checkout including payment success rate, chargeback rate, false positive rate, etc; and for returns including contact rate, return rate, and loss rate.
• Partner cross-functionally to identify and react to dynamic fraud and abuse issues across checkout, returns, and loyalty accounts.
• Collaborate with cross-functional partners to implement and enforce digital policies in our 'decision center' tool, including opportunity discovery with cross-functional teams, opportunity sizing and visualization, requirement scoping and roadmapping, and quality assurance.
• Develop performance dashboards to monitor KPIs across key checkout and returns experiences.
• Monitor, scope, and execute resolutions to ad-hoc issues impacting appeasements and other digital policy related issues with subject matter experts across the business with a goal of reducing appeasements costs as a % of sales.
• Work with customer care teams and agents to audit and enforce digital policies across their lifecycle, and to improve intended performance.
• Manage weekly and monthly digital communications to the business on the state of appeasement and fraud spend and key metrics.
• Partner with Abercrombie customer care teams to understand and audit processes in place that impact digital policy and appeasements.

What Do You Need To Bring? 

• BA or BS in business, engineering, supply chain, information systems, or field related to digital retail
• Experience using analytical tools such as SQL, Power BI, or Excel Pivot Tables to explore and identify insights using data, and to construct visualizations of data.
• Experience using dashboard tools such as Tabelau, Hadoop, or others to identify trends and share out ongoing business performance results.
• 3-5 years of digital product, digital transformation, retail industry, or related experience
• Working collaboratively with cross-functional teams including engineers and customer support, experience in project management.
• Ability to manage multiple projects with in Agile environment with competing priorities and prioritize according to business need and industry trends
• Comfort using large amounts of data to drive insights and action
• Ability to communicate nuanced concepts in a way appropriate for executive leadership

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.  

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, 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
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER