Customer Communications Manager, Wayfair’s Specialty Brands 

Customer Communications Manager, Wayfair’s Specialty Brands 

Our ambition is to build the world’s largest online specialty retailers with our Specialty Retail Brands - AllModern, Birch Lane, Joss & Main. The market opportunity is large ($60B TAM) and we are well on our way. The Specialty Retail Brand Customer Communications team is responsible for all email, app push, and SMS communications between our brands and our customers. The Customer Communications Manager will report to the Specialty Retail Brand CMO. The role will be responsible for managing a team of 4,  leading, creating and driving a roadmap, owning channel performance,  and partnering with creative, content, and tech stakeholders.

What You’ll Do

• Be the primary owner of marketing performance for our communication channels–email,  push and SMS: Keeping a daily eye on health metrics, drafting weekly performance write-ups, owning the longer-term performance narrative, and quickly solving issues as they arise.
• Manage a team of 4 high-performing analysts, focusing heavily on coaching, prioritization, and driving results.
• Own a roadmap to drive meaningful results – lead 6 month planning cycles both internally and with cross-functional teams, prioritize the team’s work on highest -  ROI initiatives, track progress and make pivots when necessary, and have a finger on the pulse of industry trends and competitor best practices.
• Aggressively grow our customer list size primarily through partnering with cross-functional marketing and technology teams in developing our acquisition capabilities and optimizing our strategy.
• Transform the customer experience to align with our specialty customer.
• Manage relationships with multiple cross-functional partners, including Creative, Comms Platform, Search & Recs, Data Science, and Data Engineering, and be a visible team lead among the broader Marketing organization.

What You’ll Need

• Bachelor’s degree in Business, Economics, the Sciences, or other concentrations with a quantitative focus preferred.
• 5+ years of experience ideally in a data-driven marketing role, management consulting, startup/tech, finance, and/or strategy fields. Experience with email or mobile marketing channels is a plus.
• 1+ years of management experience, demonstrating an ability to effectively coach junior team members and prioritize efforts on high-impact projects.
• Experience with basic statistical methods used in A/B testing (e.g., statistical significance, sample sizing, choosing KPIs, etc).
• Familiarity with marketing metrics and a proven track record of customer-first thinking.
• SQL knowledge and Google Sheets/Excel usage.
• Excellent attention to detail, critical thinking, verbal, and written communication skills.
• Ability to handle multiple priorities, learn quickly, and thrive in a fast-paced environment.
• A desire to win as a team - collaborative team player who wants to see themselves and others succeed and thrive.