Manager, Loyalty Member Engagement
Manager, Loyalty Member Engagement
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1 Vacancy
Job Description
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 were 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. Youll 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 Youll 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 worlds largest online destinations for the home. Whether you work in our global headquarters in Boston or in our warehouses or offices throughout the world were 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 youre looking for rapid growth constant learning and dynamic challenges then youll find that amazing career opportunities are knocking.
No matter who you are Wayfair is a place you can call home. Were 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. Thats why were 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 ( If you have any questions or wish to exercise your rights under applicable privacy and data protection laws please contact us at.
Required Experience:
Manager
Employment Type
Full Time
