Wayfair offers Europe’s largest online selection of home furnishings, décor, home improvement and many more. Making our customers happy by delivering thousands of orders every day along with the best services is at the heart of what we do. 

Especially for customers who were not delighted in the first place -  our goal is to make the returns experience worry-free, contributing to the company’s overall profitability and growth; while ensuring sustainable return product management by partnering with our suppliers. To achieve this, we have defined returns as a cross-functional priority area, owning the EU returns P&L end to end, covering a wide area of Wayfair’s business such as our return-related customer policies, supplier collaboration & incentive models, services, and the reverse logistics and monetization strategy.

We are looking for a data-driven, experienced and entrepreneurial leader who will own, shape, and execute our commercial returns prevention & experience program in our current and future European markets. As this position will drive one of our global top priorities for fast growing returns business with high impact on our customer loyalty & supplier incentives, it has a wide reach and visibility within the organization, and will require strong stakeholder management, people leadership, and program execution skills.

At Wayfair, we pride ourselves on having leaders who are “manager-doers”, enjoy getting their hands dirty, and love being a utility player. Their desire to understand not only Wayfair’s vision but also immerse themselves in day-to-day activities have made Wayfair successful and an amazing place to work for. 

What you will do

• Own, shape and drive the commercial returns prevention strategy, (setting incentive for our Suppliers to decrease their returns rate); while providing a hassle-free returns experience for our Customer in Europe
• Develop and lead a team that will drive program success cross-functionally, building and safeguarding the talent pipeline for continuity and our rapid growth.
• Cultivate effective relationships within Wayfair senior leadership and senior business partners across the organisation.
• Shape and align the global strategy with our US-based business leaders, and leverage learnings and synergies for Europe.
• Establish an effective financial and operational performance management for respective areas of the returns business.
• Prepare and guide Wayfair’s business expansion in Europe by providing and executing a return prevention & customer experience strategy for new markets.
• Establish a highly motivational working environment in which employees are challenged and provided with career and personal development opportunities

 What you will need

• Extensive relevant experience, for instance in management consulting or similar industries and/or e-commerce; familiarity with returns, supply chain operations, customer experience, or home-related industries is a plus 
• Demonstrated ability to lead complex, cross functional teams, including building functional groups and facilitating transformational change management
• Ability to thrive in a high growth, entrepreneurial, fast paced and ambiguous environment
• Ability to develop, articulate and execute strategy, incl. strong track record in managing projects spanning across and beyond quarters, involving multiple workstreams, stakeholders across ops and tech and across various levels
• Ability to pivot priorities as data-led insights evolve, while taking team along 
• Proven track record of leadership, taking ownership, and driving results, while shaping high performance team
• Comfort in technology-driven business environment