Abercrombie CEO Honored for Brand’s Turnaround

Roughly a decade ago, Abercrombie & Fitch was labeled “the world’s most-hated retail brand,” thanks to its then-abysmal score on the American Customer Satisfaction Index. Slams against the brand (and its Hollister sibling) included an over-sexed image and over-scented stores.

What a difference a decade makes. Fast forward to now, and Fran Horowitz, the specialty retailer’s current CEO who took the reins roughly a year after A&F was saddled with the “most-hated” tag, has been named the recipient of the next National Retail Federation Visionary Award. She will receive that honor next January, at the NRF Foundation Honors banquet during the federation’s annual Big Show in New York.

“Fran Horowitz recognizes the value of building authentic, customer-centric retail brands — a vision that has transformed Abercrombie & Fitch Co.,” said NRF President and CEO Matthew Shay. “Abercrombie & Fitch and Hollister remain iconic names at the heart of retail, and under Fran’s leadership and direction, the company continues to grow and thrive. We’re proud to honor her as this year’s Visionary.”

Horowitz has served as CEO of A&F since 2017. She joined the company in 2014 as President of its Hollister brand and was promoted to President and Chief Merchandising Officer for A&F in 2015. Prior to joining that retailer, Horowitz served as brand president at Ann Taylor Loft, EVP at Express Inc. and held merchandising roles at Bloomingdales.

“Our incredible team at Abercrombie & Fitch Co. has executed one of the most successful turnarounds in retail, and leading this work has been the highlight of my career,” said Horowitz. “From our iconic global brands to our operating model, to our company’s culture, we’ve reexamined and rebuilt every aspect of our business, all while leading with purpose and keeping our customer at the center of every decision. I’m beyond proud of our global team for all they do to drive our business forward and it is an honor for NRF to recognize A&F Co.’s remarkable achievements.”