The Post Order Communications team is responsible for all email, push, and SMS messages a customer receives after their order is placed. We are the last series of touchpoints a customer has with Wayfair before their carefully selected item(s) arrive, giving our team an outsized impact on a customer’s experience with Wayfair and their enjoyment of their order. We use our series of touchpoints with a customer to build excitement for a customer to unbox and enjoy their items - and encourage them to start thinking about what’s next - while providing reassurance that, no matter what’s happening to their package in the real world, we’re by their side.
We’re looking for an extraordinary analyst to join our team and tackle global post-order customer experiences across our portfolio of brands and geographies. In this role, you will own building, launching, and refining post order communications, directly impacting customer satisfaction as they eagerly await their orders. You will define, measure, and iterate on campaigns that drive profit by reducing costs, increasing revenue, and winning back repeat customers. If you enjoy breaking new ground, architecting net new experiences, and diving into the data to mine for opportunities, then this is the role for you!
What You'll Do
- Own a highly cross-functional >$500M revenue channel, executing, identifying, sizing, and leading cross-functional innovations at a quick pace to drive growth
- Utilize our advanced in-house measurement capabilities to understand the impact of each touchpoint and maximize ROI
- Manage end-to-end channel performance and root cause diagnostics through analytics; develop strategic, data driven solutions to complex business problems
- Build, iterate, and innovate on post order email, push, and SMS communications through collaboration with team members and key stakeholder teams, including Creative, Data Science, Marketing Technology, Service, Operations, and Engineering teams
- Conduct root cause analyses and leverage cross-team partnerships to quickly identify performance issues and recommended actions to execute
What You’ll Need
- Bachelor’s degree in the Sciences, Economics, Business, or other concentrations with a quantitative focus
- 2+ years of experience, ideally in marketing, management consulting, startup/tech, finance, and/or strategy
- Proficiency in data analysis and advanced Excel usage; excitement about finding patterns in data; knowledge of SQL is a plus
- Excellent critical thinking and verbal and written communication skills - ability to break down and communicate complex ideas and influence senior level and cross-functional stakeholders
- Ability to independently own and execute on solutions to complex problems
- Ability to handle multiple priorities, learn quickly, and thrive in a fast-paced environment
- A desire to win as a team - collaborative team player who wants to see themselves and others succeed and thrive
Note - This is a hybrid role based out of our Boston office (4 days/week in office, 1 day/week remote)
Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.
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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, genetic information, or any other legally protected characteristic.
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