Who are we?
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 European 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 especially focused on maximizing resale potential on returned products in an operationally efficient and scalable way. These challenges are broad, business critical, technically complex and highly cross-functional.
We are looking for a Leader who will further define and develop our Europe-wide returns recovery, who will create, own and drive programs with double-digit Million USD contributions in a triple-digit Million USD returns business, and who will set up the team to successfully execute. This role will accelerate Wayfair towards our vision of delivering profitable growth, and a perfect order experience for our customers.
What you will do
- Own, shape and drive the returns recovery business, and with this one of our profitability pillars, for the upcoming years
- Develop, own and deliver high profile strategic and operational projects to maximize our returns recovery in our European markets
- Building and managing a high performing, dynamic team of analysts and specialists to drive our returns recovery program cross-functionally, building and safeguarding the talent pipeline for continuity and our rapid growth
- Enabling a diverse set of EU and global senior stakeholders, by executing a cohesive strategic plan in a matrix organization with ownership divided across specialized teams (e.g. warehouse, finance, analytics and tech partners) which requires understanding, influencing and motivating those to scope, manage and deliver key improvement projects and operational change along the set strategy
- Designing and redesigning the Delivery network business flow in alignment with the changing market and evolving internal and external customer needs
- P&L control and performance management, driving efficiency and productivity to scale up over the next few years, while preserving the customer experience across the entire function
- Preparing us for growth by developing and building returns recovery solutions for our future markets due to our aggressive footprint expansion, over next 12-24 months, 30%+ travel required
What you will need
- Extensive relevant experience , for instance in management consulting or similar industries and/or e-commerce; familiarity with supply chain operations, logistics or home related industry is a plus
- Proven track record of leadership, taking ownership and driving results
- 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.
- Strong skills pertaining to analytical and critical thinking and steering the team towards a future oriented, data driven, service-focused, cost-effective supply chain “control tower” set up
- Comfort in technology-driven business environment - and experience in partnering with product on large scale technology/ system implementations are a plus
- Experience in hiring and building high-performance teams
- Proven crisis management capability and have the ability to handle extreme growth rate with confidence. Be fast and resourceful to grow capacity quickly.
- Ability to manage through ambiguity, stress, adversity and conflict to establish focus and deliver against business goals
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.