CAREERS & JOBS (LOYALTY & CX)

Wayfair is hiring: Manager, Loyalty Member Engagement

This is a hybrid role based out of our Boston office (4 days/week in office, 1 day/week remote).

Who We are:

At Wayfair, we believe in making it easy for our customers to create a home they love. The newly launched Wayfair Rewards program is an essential part of this mission, offering customers meaningful benefits that provide exceptional value and an enhanced shopping experience. The loyalty team is responsible for developing, marketing, and administering the benefits of Wayfair Rewards in ways that profitably stimulate repeat purchasing, increase share-of-wallet, and drive brand preference in home.

Joining the Wayfair Rewards team means being part of a group that thrives on innovation, customer-centric thinking, and a passion for building impactful programs that add value to millions of Wayfair shoppers. Together, we’re shaping the future of loyalty at Wayfair!

The Role:

Wayfair is seeking a results-driven and innovative Manager to develop, analyze, and evolve loyalty engagement strategies that enhance our members’ journeys and build deep brand connections. You’ll be responsible for planning, analysis, and optimization of member content, promotional offers / events, benefit marketing & experience differentiation, personalization and gamification, new benefits, and membership renewal processes. This role is integral to delivering exceptional experiences, sustaining incrementality, and fostering a thriving community of Wayfair Rewards members. The ideal candidate will have experience in data-driven marketing strategies and customer relationship management.

What You’ll Do:

• Design, analyze, and innovate the member engagement strategy, developing delightful member content and benefit administration that drives incrementality and strengthens brand bonds.
• Direct the strategy, planning, and evaluation of loyalty promotional events, including members-only sales, early access events, bonus rewards events, sweepstakes, and more.
• Profitably scale and optimize special “surprise & delight” offers & content that gamify the member experience and incentivize key, high value business actions.
• Partner to differentiate and enhance member marketing (email, push notifications, SMS, targeted ads, etc.) and experiences (onsite differentiation, personalization strategies, etc.) to activate rewards and other member benefits in fun and engaging ways while building a sense of exclusivity and reinforcing program value.
• Oversee member retention and design & implement performant, and cost-efficient churn mitigation strategies.
• Understand member needs and develop business cases for new / expanded benefits that continuously impress and exceed customer expectations.
• Analyze and influence member performance KPIs – instrumenting tracking and measurement frameworks, identifying meaningful trends, and reacting quickly to deviations from plan.
• Track competitor experiences and develop perspectives on best-in-class operations.
• Work cross-functionally with Marketing, Creative, Product / Engineering, Sales, Promotions, Physical Retail, Analytics, and Legal to drive execution and growth.
• Enact continuous process improvement and automation in order to improve outcomes with efficient operational processes and financial investments.
• Socialize learnings with Wayfair senior leadership via concise, answer-first communications.

Who You Are:

• 5+ years’ experience in a strategic and analytical role (marketing, business strategy/operations, finance, startup/tech, etc.)
• Preferred experience in Marketing Engagement (customer communications, promotions, loyalty, or rewards programs)
• Bachelors Degree with strong academic record (strong preference for quantitative backgrounds) preferred
• Familiarity with Excel, SQL, and Test and Learn practices
• Dynamic self-starter with high operational acumen and an entrepreneurial mindset, ability to effectively plan and execute across stakeholders to drive results
• Excellent critical thinking and analytical skills – comfortable getting deep into the data and building a strategy based on data-driven insights
• Ability to independently own and execute solutions to complex problems
• Ability to handle multiple priorities, learn quickly, thrive, and have fun in a fast-paced environment
• Exceptional verbal and written communication skills – ability to leverage data from a multitude of sources to tell a persuasive story, tailor communication style based on the audience, and influence others
• Collaborative team player who wants to see themselves and others thrive

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, 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, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.

Source: Wayfair.