Head of Customer Communications, Wayfair
A global online homeware marketplace
Job no longer available
A global online homeware marketplace
1001+ employees
Job no longer available
1001+ employees
Company mission
To help everyone, anywhere create their feeling of home.
Role
Who you are
- The ideal candidate is hands-on, thrives in a fast-paced environment, and has experience in retail, e-commerce, data analytics, business consulting, or similarly consumer-focused and analytical roles
- If you are entrepreneurial with a passion for brand-building in a data-driven, customer-centric environment, this is the role for you
- 10+ years of marketing experience, with a strong background in digital marketing and e-commerce
- Demonstrated success in a senior marketing leadership role, preferably within the retail or consumer goods sector
- Proven track record of driving growth, innovation, and brand excellence on a national or international scale
- Data-centric, strategic, and customer-centric approach, with experience leading initiatives to deliver business results and value to customers in a rapidly evolving environment
- Advanced proficiency in data analytics, customer insights, and performance measurement tools
- Exceptional strategic thinking and problem-solving abilities
- Strong understanding of digital marketing channels, platforms, and technologies
- Excellent leadership, communication, and interpersonal skills
- Ability to thrive in a fast-paced, dynamic, and results-oriented environment
What the job involves
- The Marketing team is seeking a dynamic, result-driven leader to spearhead our Customer Communications team
- This role is responsible for Email Marketing, Push Notifications, SMS, and Post Order Transactional channels for Wayfair US, as well as Email Operations for WFNA and Specialty Retail Brands
- Drive and manage $1.1B+ GRS annually (and growing) across all customer communications channels and platforms
- Develop and execute an integrated communications strategy across all comms channels
- Analyze business performance and use data-driven decision-making processes to refine marketing strategies and optimize performance
- Build, mentor, and lead a high-performing team of 25+ marketers, fostering a collaborative and inclusive work environment
- Partner with senior leaders and cross-functional teams to drive your agenda including Marketing Technology, Data Science, Search & Recommendations, Category Management, Curated Merchandising, Creative and more
Our take
Wayfair emerged in the early era of eCommerce with a mission to revolutionize online shopping, offering customers a convenient platform to purchase goods. Today, it stands as one of the foremost global players in the online furniture delivery industry, boasting an impressive inventory of over 33 million products.
Renowned for its extensive product range and comprehensive service offerings, Wayfair distinguishes itself by providing an end-to-end customer experience, from browsing to doorstep delivery. Despite its prominence, the company faces profitability challenges attributed largely to expansion expenses. Nonetheless, its solid presence in the competitive online homeware sector solidifies its position as a key contender.
With ambitious global expansion plans, Wayfair remains committed to maintaining its leadership in the industry. As it aspires to become the ultimate destination for all home needs, its more recent ventures into physical retail represent significant strides toward this overarching goal.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-14% employee growth in 12 months
Company
Company values
- Relentless Customer Focus: Delivering an exceptional customer experience drives everything we do. We invest in understanding our customers and partners. We are all in customer service
- Deliver Rsults With Agility: We prioritize work that drives long-term value. We execute with urgency, learn from failure, and nimbly pivot. The outcomes of our efforts are impactful, measurable results
- Use Good Judgement: We are bold and confident, never reckless. We make reasoned, calculated decisions based on data, critical thinking, and pattern recognition
- Build the Best Team: We lead by setting the bar high, articulating clear goals, and diving deep. We hire, develop, and leverage only the best. Our leaders continually reevaluate and strengthen their teams and do not shy away from hard decisions. We expect and demonstrate excellence
- Collaborate Effectively: We invest in cross-functional global partnerships that maximize impact and minimize duplication. We prize collaboration in all interactions – with our teammates, stakeholders, and suppliers. We disagree, align, and commit. Effectiveness and efficiency in collaboration are required.
- Respect Others: We earn and show respect, treating our teammates and partners with empathy and inclusion. We presume good intent while prioritizing impact. We balance confidence and candor with humility and kindness.
- Be an Owner: We are Wayfair first. We act on what’s best for the company, ahead of team or individual goals. We spend every dollar as if it is our own. We take pride in Wayfair’s success while planning the next win. We always think long-term
- Innovate & Improve: We are not limited by precedent. We boldly challenge the norm. We continually identify opportunities to innovate, improve, and simplify. We value incremental improvements, but we also look for game-changing breakthroughs.
- Adapt & Grow: We value adaptability and self-reflection. We find opportunity in every change, experience, and mistake. We are committed to continuous self-improvement.
Company HQ
Prudential / St. Botolph, Boston, MA
Articles
Leadership
Niraj Shah
(Co-Founder & CEO)Studied Engineering at Cornell University before co-founding Spinners, a Boston-based IT services company. Previously acted as Entrepreneur in Residence for Greylock and has served as CEO of Wayfair since co-founding the company in 2002.
Steven Conine
(Co-Founder)Co-founded Spinners before working for Operations at iXL. Conine also co-founded Pillar VC in 2016.
Salary benchmarks
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