Senior Manager, B2B Account Planning and Sales Enablement 

About Wayfair Professional (aka Wayfair B2B): Wayfair Professional is the ‘gated’ experience of Wayfair dedicated to all business customers.  We organize our customer base and corresponding offering (site and sales) into 7 industry verticals, prioritizing our Interior Design, Commercial Office and Contractor experiences. In 2021, we expect to generate $2B in GRS and we are on a journey to being a $5B+ business by 2025 (+30% YoY growth), with over a $300B opportunity to cover across North America and Europe over the subsequent 10 years.  

Wayfair Professional is seeking a talented, strategic leader to join our Capabilities org in order to lead and grow the Account Planning Team. This candidate will be instrumental in defining the Account Planning function more formally (includes activities, SOPs, metrics / reporting), liaising with B2B Sales / Strategy Leadership to identify new service offerings / innovation pilots, and partnering with Product Mgmt / Engineering teams to continually improve tools to enable efficient execution. The ideal candidate is familiar with B2B, self-motivated, goal-oriented, and thrives in our fast-paced environment. 

Who we are:

The Account Planning team is critical to B2B growth, working hand in hand with sales counterparts to provide an excellent customer experience. In order to enable the B2B sales force to fire on all cylinders, Account Planners partner with sales teams to provide pre-order services and consultation including: account setup, product procurement, supplier coordination, custom logistics, custom order placement, complex quote processing, and many others. The current team consists of U.S.-based employees and overseas resources, and is broadly seen as the unlock to B2B’s next phase of strategic growth. The Account Team belongs to the broader Capabilities org, which includes partner teams that provide value-added services to customers including Space Planning & Design, Category Sales Support, and Consolidated Delivery.

What you will do:

• Formally define the strategy and growth plan for the Account Planning team with input from key stakeholders, creating continuous feedback circles for constant improvement
• Build out key metrics that define success for the team and enable day-to-day management and capacity planning
• Support execution of innovative pilots by providing insight on required capabilities, expected timelines, and key risks
• Identify efficiency improvements within the team and lead process improvements to drive a step-change in operational capability
• Leverage offshore resources effectively to decrease cost of service while maintaining high quality standards
• Lead conversations with tech teams on improving B2B tools and leverage existing roadmaps to improve the performance of the team
• Create career pathways for employees, differentiating between L1 and L2 roles and enabling more complex process management skills
• Upskill onshore team to take on more complex tasks and provide further leverage to sales teams
• Serve as a continual thought leader on Wayfair services and sales activities, use data to drive program evolution, proactively identify bottlenecks and troubleshoot solutions, and lead a team that drives improvement in service offerings and operational metrics
• Travel ~20% to meet with internal Wayfair teams 

Who you are:

• Accomplished professional with at least 6+ years in a fast-paced, project management environment (high traffic in a client service environment - ad agency, software implementation, dealer, etc.)
• Experience with complex operational, process, and performance improvement projects (lean or six sigma experience highly valued) 
• Ability to set strategy and follow through on tactical implementation and execution of initiatives
• Analytical ability necessary to gather and interpret data to further develop, recommend and implement solutions
• Ability to work collaboratively across functions and synthesize multiple points of view into a streamlined action plan
• Proven ability as a passionate people-centric leader who can effectively drive results in a fast-paced and rapidly growing company
• Able to hit the ground running – a confident, entrepreneurial self-starter with the ability to manage and prioritize projects to delegate tasks appropriately
• Able to be extremely organized, meticulous and detailed oriented, but also have the ability to see the story in the data
• Experience in client service models with high volume project management a plus 
• Project management experience required, certification preferred (not required)