Customer Communications Manager, Wayfair
Wayfair’s Specialty Brands
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
- Bachelor’s degree in Business, Economics, the Sciences, or other concentrations with a quantitative focus preferred
- 5+ years of experience ideally in a data-driven marketing role, management consulting, startup/tech, finance, and/or strategy fields. Experience with email or mobile marketing channels is a plus
- 1+ years of management experience, demonstrating an ability to effectively coach junior team members and prioritize efforts on high-impact projects
- Experience with basic statistical methods used in A/B testing (e.g., statistical significance, sample sizing, choosing KPIs, etc)
- Familiarity with marketing metrics and a proven track record of customer-first thinking
- SQL knowledge and Google Sheets/Excel usage
- Excellent attention to detail, critical thinking, verbal, and written communication skills
- Ability to handle multiple priorities, learn quickly, and thrive in a fast-paced environment
- A desire to win as a team - collaborative team player who wants to see themselves and others succeed and thrive
What the job involves
- The Specialty Retail Brand Customer Communications team is responsible for all email, app push, and SMS communications between our brands and our customers
- The Customer Communications Manager will report to the Specialty Retail Brand CMO
- The role will be responsible for managing a team of 4, leading, creating and driving a roadmap, owning channel performance, and partnering with creative, content, and tech stakeholders
- Be the primary owner of marketing performance for our communication channels–email, push and SMS: Keeping a daily eye on health metrics, drafting weekly performance write-ups, owning the longer-term performance narrative, and quickly solving issues as they arise
- Manage a team of 4 high-performing analysts, focusing heavily on coaching, prioritization, and driving results
- Own a roadmap to drive meaningful results – lead 6 month planning cycles both internally and with cross-functional teams, prioritize the team’s work on highest - ROI initiatives, track progress and make pivots when necessary, and have a finger on the pulse of industry trends and competitor best practices
- Aggressively grow our customer list size primarily through partnering with cross-functional marketing and technology teams in developing our acquisition capabilities and optimizing our strategy
- Transform the customer experience to align with our specialty customer
- Manage relationships with multiple cross-functional partners, including Creative, Comms Platform, Search & Recs, Data Science, and Data Engineering, and be a visible team lead among the broader Marketing organization
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
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 32 more jobs at Wayfair