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 - and as we are a fast growing business, we are serious about doing it right: We want to deliver exceptional customer experiences, even for customers who were not delighted in the first place, while eliminating unnecessary costs along the value chain and ensuring sustainable return product management. To achieve this, we have defined returns as a cross-functional priority area which is led centrally, owning the returns P&L end to end, covering a wide area of Wayfair’s business such as our return-related customer policies, supplier collaboration models, services, and the reverse logistics and monetization strategy.
We are looking for a data-driven, experienced and entrepreneurial leader who will own, further develop, and execute our commercial returns and reverse logistics model in our current and future European markets. As this position will drive one of our global top priority programs for a 9 digit USD and fast growing returns business with high impact on our customer loyalty, 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.
What you will do
- Own, shape and drive the commercial returns and reverse logistics strategy in Europe, along with resource planning and team allocation.
- 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.
- Further shape and execute a global transformational program in the area of returns with business-wide reach.
- 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 returns 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, logistics, or home-related industries is a plus
- Ability to thrive in a high growth, entrepreneurial, and ambiguous environment
- Proven track record of leadership, taking ownership, and driving results
- Ability to develop, articulate, and execute strategy
- Ability to pivot priorities as data-led insights evolve
- Prior experience in recruiting and building high performance team
- Ability to multi-task and work well within a dynamic organization
- Comfort in technology-driven business environment
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.