Wayfair Professional’s Customer Journey team is seeking a collaborative, analytical-oriented Senior Associate to help drive Wayfair’s B2B agenda. The role will be a part of the B2B Customer Journey team that will craft and execute B2B strategy across North America. We serve customers via a ‘gated’ site experience that is tailored based on a given customer’s vertical (e.g., Commercial Office, Interior Design, Contractor). 

We seek a motivated associate who will partner with vertical leaders and customer journey team members to optimize the customer journey to consistently exceed revenue targets and improve the customer experience. The role will report to the Customer Journey team lead, and partner directly with Vertical teams to drive overall customer journey improvements. This includes partnering with analytics and customer-facing teams to improve how we identify / prioritize customers within a given vertical, designing and implementing step-change improvements to the vertical-specific customer journey, and driving cross-functional projects that optimize the site-, sales-, or marketing treatment. 

• Deeply understand both qualitative and quantitative trends in the business through active “voice of customer” engagement, strong knowledge of short/long-term KPI trends
• Scope discrete project initiatives, ensuring operational excellence from problem definition through execution
• Drive execution to project deliverables, including hitting stage gate milestones, preparing / delivering updates to cross-functional teammates, incorporating feedback
• Support development of mid- and long-term (6+ month) roadmap to accelerate vertical performance, in conjunction with overall B2B OKRs and cross-functional resources
• Partner with analytics team to incorporate new data signals to improve how we identify and segment new and existing B2B customers
• Plan, design, and execute new site experiences that improve how vertical customers access, engage with, and self-serve on our site

• 3+ years of experience in sales enablement, project / program management, strategy & operations, consulting, or similar roles supporting Sales, Customer Service, or Marketing teams
• Ability to understand and empathize with diverse stakeholders across functions, and tailor messaging / communication appropriately to ensure resonance; ability to create consistent messaging about complex projects, flexing to audience needs but creating cohesion on the objective and guiding principles
• Ability to break down complex, ambiguous problems into logical objectives, translating sales needs into discrete, actionable steps for partner teams to execute
• Passion for working collaboratively across functions to drive operational improvements and projects. Empathetic with stakeholder (sales team) and partner (sales tech, analytics, sales performance and training, customer experience and journey) needs and perspectives to drive cohesive vision and execution
• Ability to manage processes efficiently by scoping logical steps from ideation to project completion, organizing data / materials for broad understanding, synthesizing stakeholder feedback, ensuring project interim steps are on time, and delivering results on time with high quality
• Ability to collect, analyze, and distill insights from data, understanding trends that affect performance in the short-term and identifying long-term opportunities for improvement

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

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