About the team

The Customer Communications team at Wayfair oversee 3 major channels which encompass the end-to-end customer lifecycle: Email, Push Notifications, SMS. Our mission is to maximize growth and customer lifetime value by sending the right content to the right customer at the right time, and help anyone, anywhere create their feeling of home.  Leveraging advanced machine learning models, deployed through our proprietary notifications platform and products, we partner with a multitude of cross-functional partners to deepen our relationship with our existing customers.

About the role

The Customer Communications team at Wayfair is looking for an experienced leader to own our customer experience and creative strategy across Wayfair US and Canada, focusing on Email - a ~$2B and growing channel. 

This is an exciting opportunity for a results-focused individual with a passion for the customer experience and a keen eye for crafting compelling creative. This role demands strong quantitative skills and a deep customer-centric design mindset to develop the next evolution of our digital creative strategy - one that combines best in class personalization with superior creative expression and experience.

What you’ll do

• Develop the creative vision and strategy to take our email program to the next level - testing into and overhauling messaging, imagery / creative and customer experience, while creating the optimal fusion of creative expression and personalization 
• Build multi-quarter learning roadmaps that ladder up to a holistic brand / creative playbook; develop hypotheses, analyze data and draw out insights 
• Assist other channel owners in operationalizing winning brand / creative playbook and consult on broader creative / customer experience 
• Drive execution and testing strategy for brand campaigns, including major promotions, one of the biggest revenue drivers in the email channel today
• Lead cross-functional initiatives, partnering with other channel leads, creative, vertical marketing, data science, product, and engineering teams, that support your vision
• Lead (via both direct and indirect reporting lines) a large team that will bring to life your vision 

What you’ll need

• 7-10 years’ experience in digital marketing, agency, product or design roles
• Track record of driving significant business results
• Analytical, creative, and innovative approach to solving problems
• Intensely curious with an appreciation for creative and customer experience; working knowledge of creative process
• Experience successfully managing projects from conceptualization through delivery
• Love turning quantitative and qualitative findings into insights and strategy to drive business priorities 
• Hands-on experience with data and analytic tools such as Excel
• Ability to communicate effectively to senior leadership; exceptionally strong written and verbal communication skills that can be tailored to internal partner
• Excellent interpersonal and team building skills
• Positive, people-oriented, and energetic attitude 
• Comfort operating independently in a highly entrepreneurial, fast-paced, matrixed organization
• No need for prior email marketing knowledge - we'll teach you everything you need to know about Email!