Wayfair’s Physical Retail team is seeking an Experience Content Manager to support a key function within the Communications Department that will enable the organization’s physical retail agenda. This role will be an integral part of the Physical Retail Communications Team that will support the playbook to stand up and scale stores in North America across Wayfair’s Brands. 

The Experience Content Manager will work across the team and with cross-functional partners (e.g., Visual, Merchandising, Service & Experience) to gather and write content for selling, styling, service and product knowledge direction.

This role is based in the extended Boston area and reports to the Senior Manager, Content. Frequent weekly travel to the Boston Copley Office (20%), Norton MA Retail Lab (40%), Taunton MA Retail Lab (40%), and local stores (as needed) is required. Work from home options are available when travel is not required and it follows the current hybrid work policy (currently on Fridays). The Experience Content Manager has significant cross-functional responsibility and opportunity for exposure to the Physical Retail Leadership team. 

What You’ll Do:

• Write, develop and edit content for Physical Retail Associates, focusing on the following topics; product knowledge, styling, endless aisle, service, experience and selling.
• Content development includes writing communication from scratch with limited information and editing down communication passed to you from subject matter experts.
• Formats vary, including but not limited to word documents, presentation slides, data sheets, websites, photos, illustrations and videos.
• Support content writing and development for other Physical Retail topics based on workload and the needs of the business.
• Meet regularly with cross-functional teams to gather all relevant information and strategy updates in order to write cohesive communication.
• Maintain the “communications voice”, ensuring that content supports brand standards and coordinates with cross-functional partner communication to give associates a consistent experience.
• Review and edit all existing content to ensure that direction is easy to understand, efficient to execute and fun to read for associates.
• Input content, photos and illustrations into pre-designed templates produced by the Production Team.
• Thoroughly review, spell check and simplify content prior to submitting to the Production Team. 
• Work with the Production Team to ensure content in the final product translated as intended to specific media.
• Support photography needs, including posing in photos and/or videos to illustrate how to perform specific tasks.
• Map out a calendar by season to track and deliver content on a regular basis, balancing ongoing training with seasonal floorset and trend specific needs. 
• Adhere to deadlines and process for communication reviews and leadership sign-offs.
• Partner with Store Communications to ensure all communications get sent to stores in a timely manner. Collaborate on process improvements to ensure that store tasks are completed properly and on time. 
• Make continuous improvements and updates to assigned content topics as strategies evolve.
• Travel to local stores to regularly to gain ongoing associate feedback on assigned topics.
• Attend new store openings as needed to support store setup and training sessions. This may require regional travel. 
• Train, mentor and support new Content associates.

What You’ll Need:

• Corporate home furnishing retail experience required
• In-store home furnishing experience preferred
• 5+ years of content writing experience
• Excellent verbal and written communication skills with proven ability to write clearly and concisely
• Demonstrated ability to multitask while keeping organized
• Ability to travel to different working locations as needed (local and regional travel)
• Proficiency in Adobe Creative Cloud and Google Workspace
• Capability to collaborate across multiple cross-functional teams to achieve objectives
• Adaptability to organizational changes and complex structures
• High degree of integrity and confidence in one’s abilities
• Evidence of “scrappy startup execution” and a “get it done” attitude when time is tight and stakes are high
• Thrives in a high growth, ambiguous environment