Analyst, Product Returns

Job Description

The Returns, Fraud, and Abuse department is dedicated to safeguarding customer trust and business integrity. We are committed to efficiently managing returns, minimizing fraud losses, and preventing abuse of policies to ensure a fair and secure shopping experience for all our customers. Through meticulous analysis, proactive strategies, and robust collaboration with stakeholders, we strive to uphold the highest standards of transparency, accountability, and customer satisfaction. Our goal is to protect the interests of both our customers and our business, fostering long-term relationships built on reliability and trust.

Located in New Albany, OH the Returns Product Analyst will be responsible for delivering insights on opportunities and performance across our full returns experience, and for implementing action against these opportunities. This role will be responsible for helping our teams meet our objectives in the returns space including reducing overall returns, making our returns more efficient, and optimizing customer experience within returns. One of the primary points of focus for this role will be bridging the gap between returns insights and our product teams (primarily merchants and tech design).

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

What Will You Be Doing?

• Drive OKRs tied to return rate performance, including:
  • Overall and brand‑level return rates
  • Product‑level and regional return rates
  • Analysis of both product and non‑product return drivers
• Identify insights and translate them into action, partnering with merchandising, design, tech design, and digital experience teams to influence product and customer experience decisions
• Design and implement proactive alerting and operating mechanisms to quickly identify and respond to high‑returning items
• Lead cross‑functional working sessions to diagnose issues, align on solutions, and drive execution through resolution
• Own analytics and reporting that support return‑rate objectives, and regularly present key insights and results to senior business leaders
• Monitor, scope, and resolve ad‑hoc issues impacting returns by working closely with subject‑matter experts across the organization
• Build and support business cases to enable action, partnering with Finance and Project Management to quantify impact and prioritize investments
• Analyze data and develop clear, compelling visualizations using tools such as SQL, Power BI, and Excel (Pivot Tables) to tell a strong business story

What Do You Need To Bring?

• Bachelor’s degree or equivalent experience
• Minimum 3 years of experience in digital product, digital transformation, retail, or a related analytical/business role
• Experience building and using dashboards and analytics platforms such as Power BI, Snowflake, or similar tools
• Proven ability to work cross‑functionally with technical, product, and analytics teams to drive outcomes
• Experience developing clear, data‑backed business cases with defined ROI that lead to implementation
• Strong ability to manage multiple initiatives simultaneously, balancing competing priorities based on business need and industry trends
• Exceptional communication skills, with the ability to translate nuanced, data‑driven insights into clear recommendations for executive audiences

Our Company

Abercrombie & Fitch 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.

The company operates a family of brands, including Abercrombie & Fitch, YPB, abercrombie kids, Hollister and Gilly Hicks, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates over 750 stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites abercrombie.com, abercrombiekids.com, and hollisterco.com.

At Abercrombie & Fitch Co., we lead with purpose and always put our people first. 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.

Benefits & Perks

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 Co. is committed to providing 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 and 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 and six work from anywhere weeks per year)
• Seven associate wellness half days per year
• 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