Head of Customer Communications - Wayfair
Boston, MA
About the Job
Head of Customer Communications
The Marketing team is seeking a dynamic, result-driven leader to spearhead our Customer Communications team. This role is responsible for Email Marketing, Push Notifications, SMS, and Post Order Transactional channels for Wayfair US, as well as Email Operations for WFNA and Specialty Retail Brands. The ideal candidate is hands-on, thrives in a fast-paced environment, and has experience in retail, e-commerce, data analytics, business consulting, or similarly consumer-focused and analytical roles. If you are entrepreneurial with a passion for brand-building in a data-driven, customer-centric environment, this is the role for you.
As the leader of Customer Communications, you will:
- Drive and manage $1.1B+ GRS annually (and growing) across all customer communications channels and platforms
- Develop and execute an integrated communications strategy across all comms channels
- Analyze business performance and use data-driven decision-making processes to refine marketing strategies and optimize performance.
- Build, mentor, and lead a high-performing team of 25+ marketers, fostering a collaborative and inclusive work environment
- Partner with senior leaders and cross-functional teams to drive your agenda including Marketing Technology, Data Science, Search & Recommendations, Category Management, Curated Merchandising, Creative and more
You’re a great fit if you have:
- 10+ years of marketing experience, with a strong background in digital marketing and e-commerce.
- Demonstrated success in a senior marketing leadership role, preferably within the retail or consumer goods sector.
- Proven track record of driving growth, innovation, and brand excellence on a national or international scale.
- Data-centric, strategic, and customer-centric approach, with experience leading initiatives to deliver business results and value to customers in a rapidly evolving environment
- Advanced proficiency in data analytics, customer insights, and performance measurement tools.
- Exceptional strategic thinking and problem-solving abilities.
- Strong understanding of digital marketing channels, platforms, and technologies.
- Excellent leadership, communication, and interpersonal skills.
- Ability to thrive in a fast-paced, dynamic, and results-oriented environment.
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 (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.
