Senior Manager, Post Order Communications

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over 2 years old

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The mission of the Customer Communications team is to facilitate a seamless, best in class order experience to drive customer satisfaction and loyalty. We do this by crafting the underlying technology, measurement framework, strategies, and experiences that power our ability to arm the customer with the right information, in the right channel, at the right time.

We’re looking for an extraordinary senior manager to join our team and tackle global post-purchase customer experiences across our portfolio of brands: Wayfair, Joss & Main, AllModern, Birch Lane, and Perigold. In this role, you will own the post-purchase customer experience, defining, measuring, and iterating on campaigns that drive profit by reducing costs (supply chain, customer service) and increasing revenue and repeat customers (providing product recommendations and winning back customers when a poor delivery experience has occurred).

In this role, you will be part of a large and high visibility initiative to turn around and vastly improve the post order customer experience. If you enjoy breaking new ground, architecting net new experiences, and working on high-priority, high-impact, cross-functional opportunities, then this is the role for you!

What You’ll Do

  • Own a >$500M revenue channel, driving the roadmap for post order email, push, and SMS communications by executing, identifying, sizing, and leading cross-functional innovations at a quick pace to drive growth
  • Lead complex cross-functional initiatives, keeping your direct report and cross-functional team members focused on the right priorities while considering tradeoffs in a complex ecosystem
  • Partner with our in-house MarTech, product, and engineering teams to develop and advance sustainable and scalable communication and measurement platforms
  • Drive the post-order creative roadmap, prioritizing, refining, and launching assets in collaboration with our in-house creative and technology teams
  • Recruit, manage, coach, and motivate a senior technical marketing analyst to analyze and monitor campaign performance, identify trends, make optimizations that drive improvement, and react to deviations from plans quickly and strategically


What You’ll Need

  • 7+ years’ experience in a heavily analytical role
  • High proficiency in Excel, SQL, R, Python, or other analytical tools; comfort in drawing conclusions from data, building a strategy supported by data-driven insights, and making recommendations based on imperfect information
  • Demonstrated ability to prioritize work for yourself and others based on highest impact and interdependencies in a complex environment
  • Ability to develop and own a project roadmap to achieve overall vision
  • Experience successfully leading matrixed, cross-functional teams to execute on strategy
  • Exceptional communication skills, both verbal and written, with the ability to tailor communication styles based on audience
  • Proven record of high performance/achievement and driving impact; able to pivot quickly and deliver against targets & goals in a fast and rapidly changing environment

About Us

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.

 

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.