Retail Customer Operations Associate

This position will be located in our Boston office. Employees are expected to be in the office MonThurs.

Wayfairs Physical Retail Team is seeking an Associate of Retail Sales Floor Operations to support Wayfairs physical retail growth and long term support. The Associate of Retail Sales Floor Operations will be a part of the Store Operations team that will help craft the Wayfair customer experience playbook to stand up and scale stores across North America.

The Associate of Retail Sales Floor Operations will work with the Senior Manager of Customer Experience to support selling behaviors that lead to increased revenue for both our large format stores and smaller specialty brands locations.

This role will work crossfunctionally across the organization both with home office partners store field support and store teams to maintain operational execution strategies provide training and ongoing communication with the stores teams for the supported programs.

This role is based in Boston and reports to the Senior Manager of Customer Experience who is seeking a highly motivated forward thinking detail oriented collaborator who will drive execution and delivery of the customer and associate experience. As the retail portfolio grows you should expect to support an increasing number of physical retail stores experience offerings and needs.

What youll do:

• Drive the business through selling behaviors within the portfolio of physical retail stores
• Develop & maintain effective training that enhances the customer experience and positively impacts sales growth and operational skills.
• Support project initiatives by building materials creating a rollout timeline following up on adoption and tracking milestones.
• Gather best practices from competitor analysis to improve our in store offerings
• Share insights from the field to support the development of long term business strategies
• Work cross functionally in partnership along with Senior Manager with internal partners of sales channels to effectively align on the ideal customer in store experience particular focus on specialized sales categories
• Analyze NPS and customer sentiment to develop plans for improvement
• Maintain store KPIs for sales floor experience touch points (ie YoY sales customer acquisition conversion etc)
• Support attachment service business to drive additional revenue

What youll need:

• 3 years physical retail experience required with strong retail operations and selling knowledge preferred.
• Experience with coaching and training to drive sales
• Preferred experience with an omni channel sales process
• Excellent communication skills with demonstrated ability to launch initiatives
• Ability to motivate and educate store leaders in order to drive results by building and maintaining strong relationships
• Ability to execute strategy and provide feedback to bring best in class experience to life
• Thrives in a highgrowth ambiguous environment with competing priorities

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 .

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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 Berlin or in our warehouses or offices throughout the world were reinventing the way people shop for their homes. Through our commitment to industryleading technology and creative problemsolving 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 risktakers and trailblazers who celebrate our differences and know that our unique perspectives make us stronger smarter and wellpositioned 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.

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