E-Commerce Customer Experience Leader

Wayfair LLC Boston , MA 02298

Posted 2 months ago

E-Commerce Customer Experience Leader

Who we are:

Wayfair continues to take the online customer experience to the next level, optimizing every part of the online shopping experience to help customers find what they're looking for and create a home they love. The Merchandising team is at the center of the online customer experience, responsible for defining and executing a "best in class" customer experience, which includes ensuring accurate and complete product content across Wayfair's robust catalog of over 10 million products. The department is organized by verticals as follows:

  • Furniture & Decor

  • Housewares and More

  • Home Improvement

  • B2B/Wayfair Professional

Wayfair is seeking a leader to drive Wayfair merchandising efforts across brands and geographies. They will have the ability to combine an understanding of what drives e-commerce sales, an interest in the home goods retail sector, and a passion for user experience to improve the onsite merchandising strategy. They will build an unparalleled shopping experience in collaboration with team leaders across the company including Category Management, Product/Engineering, Creative, Content, Brand, and Marketing. As an expert on how our customers shop, they will advocate for the needs of our customers and serve as the go-to person for insight on site traffic and merchandising performance.

The ideal candidate is innovative, enthusiastic, and customer-focused with great judgment, creative problem-solving skills, and ability to lead a team. This person will have demonstrated skill with technical tools & processes through website management, digital marketing, advanced data analysis or other relevant experience. They will be passionate, organized, and comfortable managing multiple cross-functional projects at once and will have proven success managing a team.

This is a unique leadership role for a highly motivated individual that is interested in joining a high growth company and making an immediate impact.

What You'll Do

  • Manage, coach and develop a team

  • Serve as the subject matter expert on merchandising and performance

  • Developing and executing strategic tests and cross-functional projects that will improve conversion rate and drive revenue growth

  • Analyze site metrics and related data to identify opportunities to improve merchandising and the customer experience, formulating concrete roadmaps to drive measurable change

  • Partner across Category Management, Product Management, Merchandising Operations, Brand, and Marketing to drive collaborative projects to completion and ensure cohesive customer experience across all touch points

  • Communicate findings and results with senior leaders throughout Wayfair, acting as a member of the broader 'single thread' within your vertical and act as an advocate

What You'll Need

  • 1+ years management experience preferred

  • Thrives in a high growth, entrepreneurial, and ambiguous environment

  • Demonstrated experience independently developing a strategy and driving tangible results across teams in an ambiguous environment while leveraging data from a multitude of sources to tell a story and impact the overarching strategy. Advanced excel skills needed

  • Evidence of "scrappy startup execution" and a "get it done" attitude when time is tight and stakes are high

  • Proven experience and passion for working across functions and with c-level leaders, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others

  • Effective oral and written communication skills with the ability to tailor communication style based on the audience

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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Customer Advocate Team Leader MDU (Communications) (1145)

Single Digits

Posted 2 weeks ago

VIEW JOBS 11/13/2020 12:00:00 AM 2021-02-11T00:00 <p>Acting as an operational escalation point for a customer-aligned team of on-site technicians, ensuring prompt resolution or escalation of any and all customer issues, building and maintaining a relationship with our customers, ensuring our shared pools of technical resources are properly caring for our customers.</p><p>The Support Group Lead (SGL) is a highly visible, customer facing position with the following responsibilities:</p><p>· Minimize churn by ensuring a knowledgeable, consistent, and positive experience for our customers</p><p>· Maintain knowledge of problematic sites and use that knowledge to facilitate quick resolution or escalation of any outage</p><p>· Monitor all customer inquiries, complaints and outages, and assist in effective resolution</p><p>· Act as an escalation point for all members of the team as they work to resolve customer issues</p><p>· Maintain an expert level knowledge of our customers</p><p>· Develop a relationship with key stakeholders within each account. Use this relationship to improve the SD reputation and enable us to participate in additional opportunities.</p><p>· Ensure proper communication to key stakeholders during and after an outage situation</p><p>· Act as an advocate for your assigned customer group</p><p>o Facilitate resolution of open items throughout support, conference, break-fix, PI, PSG, and development.</p><p>o Continue a regular dialog with your account team peers in other departments; Sales, PI, Call Center, etc.</p><p>o Ensure the support team is following all policies and procedures related to your assigned account</p><p>o Review dashboards to ensure we are meeting SLA’s – hourly/daily/monthly</p><p>o Motivate and drive the team to maintain the following KPI’s</p><p>o Prepare documents for customers and management and manage follow up</p><p>· Assist the training department with teaching specific customer standards and expected KPIs</p><p>· This position acts as a supervisor to field technicians and has responsibility for hiring, performance management, training, mentoring and employee relations</p><p>· Other duties as assigned</p><p><strong>Requirements</strong></p><p>· Relevant leadership experience in a highly visible customer facing position</p><p>· Excellent communication skills</p><p>· Knowledge of basic networking principles preferred</p><p>· Previous account management and leadership experience preferred</p><p>· Previous education in Network Management a plus.</p><p>This position requires a highly-motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling a must; evenings and weekends.</p><p><br></p><p>This position can be remote based but required to be based in the USA. </p> Single Digits Boston MA

E-Commerce Customer Experience Leader

Wayfair LLC