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Customer Experience (CX) Lead, Physical Retail
**This role is located in Boston and operates on a hybrid schedule: Monday - Thursday in office, Friday WFH
Wayfair + SRB Physical Retail
Wayfair’s Physical Retail team is seeking a Senior Manager to lead Customer Experience (CX) for all Physical Retail stores across Wayfair, AllModern, Birch Lane, Joss & Main, and Perigold. This role is uniquely positioned to directly influence the newly created physical retail experience and help drive Wayfair’s long term omnichannel strategy. The CX Lead will manage a team of 2 direct reports (with potential growth) and report into the Head of CX and PMO within the Physical Retail organization.
The CX Lead will be responsible for leading, developing, and implementing customer experience strategies to drive customer satisfaction, loyalty, and long-term business outcomes. Their team will be the “voice of the customer” and will deliver this both by (1) driving customer-led strategies, testing, and analyses, and (2) injecting the voice of the customer into decision making across the organization. A successful candidate values data-driven decision making and is able to work effectively with and influence cross-functional teams to align and commit quickly in a dynamic environment.
Responsibilities:
Craft the retail customer experience vision and strategy in partnership with retail and brand leadership (across all brands)
Develop customer experience metrics and OKRs to measure progress against customer experience in our stores. Develop CX feedback loop(s) to report on these metrics–objectively measuring the impact of experiences in the store and ensuring the technology is in place to support CX feedback loops at scale.
Regularly identify and prioritize areas of opportunity to improve the customer experience in the stores
Secure buy-in from cross-functional teams as needed to deliver OKRs
Drive customer-first thinking across decision making throughout the organization (e.g. merchandising, pricing, visual, signage, etc.).
Lead, manage, and develop a small team
Skills & Experience:
5+ years of experience in retail customer experience
Track record of delivering results across cross-functional teams
Ability to build strategies that drive business results and deliver against those strategies to drive measurable value
Proven experience managing diverse teams and growing more junior team members
Excellent communication skills; facilitates technology decisions with senior business and engineering leaders in complex or ambiguous situations
Strong business acumen, analytical skills, and problem solving skills.
Experience defining a clear strategy with a robust roadmap and delivering against it with measurable results.
Demonstrated success influencing senior level stakeholders on strategic direction based on recommendations backed by data-driven insights.
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 Berlin, 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 ( ayfair.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 [email protected] .
Email Alert for Customer Experience (CX) Lead, Physical Retail_ jobs in Boston
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