Title: Customer Experience Manager
Focus area: Customer Communications Systems
Do you have a passion for helping people? Do you like telling stories? Prefer to make decisions through a data-driven approach?
Wayfair is looking for a Customer Experience Manager. Who might you be? You are genuine and empathetic. You consistently strive to make the people around you better by providing insight into things that were previously unknown. If you're looking for a role with challenge, flexibility, and impact in a rapidly growing company, this role is for you.
What you will do:
Conduct deep-dives into post-order customer emails to make recommendations on cadence, content, and voice of communications to close gaps and drive continuous improvements
Set up and maintain an appropriate communications infrastructure including cross-functional team meetings, status reporting, and informal conversations to track program status and keep stakeholders up to date
Develop consistent monitoring of customer communications metrics, tying together a seamless understanding of our outbound customer communications and the impact on customer experience
Own the strategy for optimizing our communications to improve customer awareness that improve operational metrics and customer lifetime value
Implement performance improvement projects in collaboration with engineering, product, warehousing, and logistics teams to enhance customer experience
You have very strong communication skills and are able to translate numbers into compelling stories
Strong collaboration, planning, and prioritization skills
You are a great facilitator able to build bridges between teams and people, and you communicate status clearly, concisely, and accurately, especially with senior executives
A willingness to roll up your sleeves and do what it takes to get things done
Comfort leading in ambiguous situations and setting key priorities
Sense of humor and collaborative attitude
You possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
3-5 years leadership experience in consulting, supply chain, or project management
Up to 15% domestic travel, primarily to other Wayfair locations
What we offer:
Fun and collaborative work environment
Limitless career growth
Casual dress code
Paid time off
Monthly team outings
About Wayfair Inc.
Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, dcor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.
The Wayfair family of sites includes:
Wayfair, an online destination for all things home
Joss & Main, where beautiful furniture and finds meet irresistible savings
AllModern, unbelievable prices on everything modern
Birch Lane, a collection of classic furnishings and timeless home dcor
Perigold, unparalleled access to the finest home dcor and furnishings
Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.