Manager, Customer Retention

If you’re highly entrepreneurial, analytical, and interested in being a part of an eCommerce leader, then we are looking for you to join our team at Wayfair!

Your role and the team:

The Loyalty & Financing team is responsible for driving loyalty among Wayfair’s customers, aimed at growing our dominance in the online home shopping space and collaborates cross-functionally across Product Management, Marketing, Engineering, Data Science, Finance and Operations. Your role is to accelerate customer retention by developing, testing, and scaling programs to strengthen relationships with our customers.

At their core, our Managers are strong in both quantitative and qualitative analysis, thrive in fast-paced environments, and are seeking a high-growth opportunity where they can have an immediate impact on critical business decisions.  Managers are strong communicators with solid business acumen who are eager to learn, are endlessly curious, take pride in hard work, and are committed to rapidly advancing their careers.

Your impact:

  • Become the leading in-house expert on Wayfair’s customers from our newest customers to the most loyal
  • Lead cross-functional partnerships across Marketing channels, Customer Service, and other functions to prioritize, test, and scale innovative programs to increase customer engagement
  • Drive excellence in marketing-wide OKRs (i.e. manage end to end process, define/evaluate KPIs, partner closely with all marketing channels to accelerate progress against goals)

To be successful, you must bring:

  • 4+ years of professional experience
  • Track record of success driving significant results
  • History of taking on ambiguous problems, exploring hypotheses, and reaching novel solutions
  • Able to clearly communicate insights to stakeholders, while explaining nuances and complications
  • Seasoned in managing timelines, delivery, dependencies, communication across teams
  • Comfortable in a data-driven business environment and able to pivot readily based on real-time data
  • Ability to multi-task and work well within a dynamic, fast-paced organization
  • Bachelor's Degree required. A focus in Economics, Business, Finance, Mathematics or other concentrations with heavy quantitative focus is preferred
  • Positive, people-oriented, and enthusiastic attitude with excellent interpersonal skills

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