The Customer Communications team encompasses our loyalty marketing channels - Email, Push, and SMS across the entire customer lifecycle.  Our mission is to drive customer growth and loyalty through a rigorous understanding of what our customer needs and how she behaves - meeting those needs via a continuous innovation and testing agenda. We partner with a multitude of cross-functional partners (e.g., data science, product, engineering, promotions, brand strategy, creative) to inspire, engage, and delight our customers with a world-class shopping experience.

Why should you join our team?:

• We are a large and visible channel - we drive more than 20% of the company’s revenue and have the attention of the most senior leaders at Wayfair
• We are both highly collaborative and highly analytical - you will work with many different partner teams to set the agenda, and combine that with your understanding of our customer’s behaviors and interactions to develop a robust innovation agenda to grow loyalty and revenue
• You will be challenged and grow to new heights - the learning curve is steep and you will develop and flex an extremely diverse set of skills. Previous team members have stated that this is one of the best professional growth opportunities you will find at Wayfair.
• (We also don’t take ourselves too seriously and have a lot of fun along the way)

As Head of our Customer Communications Strategic Programs team, you will drive the strategy, roadmap, and execution to incorporate several high-visibility strategic initiatives into our Customer Comms channels.  These are the highest-priority initiatives for Wayfair, and are critical towards achieving our $100B+ growth ambitions.  Some of these initiatives include launching Wayfair’s SMS channel, scaling our B2C sales capability, driving acquisition for user-generated content, and driving penetration of our Financing products, among others. You will partner with senior leaders across the organization to lay out the vision, and lead cross-functional teams to execute on your roadmap.  You will build and manage a team of 3-4 direct reports, and be a cultural leader for the broader Customer Comms and Marketing teams.  

What You'll Do

• Recruit, manage, and develop a team of 3-4 Managers and Analysts, who will own the testing roadmap, analytics, and project management
• Partner with senior leaders across the business to set the vision and build the program from scratch
• Lead a cross-functional team to develop and execute on your roadmap and grow awareness for these key strategic priorities
• Develop the measurement framework and measures of success for the program; report out on progress and KPIs to leadership
• Develop new ideas for platform innovation, and partner with engineering and product teams to prioritize and build new capabilities
• Build, iterate and innovate on world class predictive models through collaboration with data science teams

What You'll Need

• 5-7 years’ experience in management consulting, finance, product, and/or analytics
• Proven record of high performance/achievement and driving impact; able to pivot quickly and deliver against daring targets & goals in a fast and rapidly evolving environment
• Self-starter with an incredible ownership mindset, relentless drive to execute and take calculated risks to drive growth  
• Strategic thinker with a customer-first mindset; a desire for creative problem solving; demonstrated people manager / leader of a team
• Persuasive and articulate with excellent relationship-building skills; able to communicate complex ideas effectively
• Proficiency in analytical tools such as SQL, Excel
• Prior marketing experience is a plus, but by no means required (we'll teach you everything you need to know!)