The Senior District Manager of Specialty Retail stores will support Wayfair’s expansion of the physical retail footprints of AllModern, Joss & Main and Birch Lane. As part of the Store Operations team, this key leadership position will be leading the portfolio of stores across the three brands in multiple geographies to introduce customers to our brands through brick and mortar for the first time.  We are seeking an experienced leader who can partner with the home office operations team to stand up our first stores and deliver the tactical execution needed to maintain the highest level of customer service in our physical stores. 

You will be accountable for the end-to-end operations and overall performance for the stores in your district, leading a team of capable store managers and engaged retail associates to deliver on-brand best-in-class service and design experiences for customers. You will lead your district by monitoring, analyzing, and responding to business metrics that include sales, labor, customer satisfaction, productivity, and safety, among others. You will play a vital role in maintaining a vibrant team culture based on customer obsession, trust, respect, continuous learning and fun.

This role is based in Boston and reports to the Head of Store Operations.  This position is a key member of the Wayfair Physical Retail Operations team that will help craft the playbook to stand up and scale stores in North America across all three Wayfair specialty brands (AllModern, Birch Lane, Joss & Main).

What you’ll do:

• As an authentic brand ambassador for the Wayfair family, lead and create a best in class customer experience by connecting them with the world’s biggest and best home online assortment brought to life in our stores. Manage the department to ensure timely, proactive support for customer centric operations
• Master and continuously teach our brand story and be able to share our brand with polished communication, personal appearance and professionalism.
• Owns and drives 12-18 month roadmap for their team in line with broader team vision.
• Develops leadership talent and consistently exports high caliber leaders outside of their home district and into home office positions
• Manages an oversized district 25-50% larger than the standard district
• Manage a team of store leaders, including setting goals, relaying expectations, managing performance, providing regular feedback, and supporting career development.
• Build a portfolio of store teams that can ignite an on-brand design space utilizing all of our design and omni-channel tools and services to bring our customer’s design aspirations to life.  
• Delegate and influence to drive exceptional results in your stores, including executing standard operating procedures, identifying areas of improvement, implementing solutions, and providing ongoing feedback to store managers, regional leaders, and corporate stakeholders
• Helps stand up the Specialty Retail Brand (SRB) retail chain operating model with GAP analysis, innovative problem solving created by initial store start up
• Implement brand initiatives to achieve best-in-class service & design experiences. Influences cross-functional partners’ roadmap, resources, and scope to ensure alignment with business needs and holds them accountable to deliver on agreed on deliverables
• Addresses problems that are up or down-stream to their sphere of immediate influence. Proactively helps and tackles challenges outside of their direct control. Formulates and solves complex high-visibility problems and pattern recognition.
• Consistently finds ways to attain desired results and holds the team accountable to do the same.
• Amplify the Wayfair brand family by building a high performing customer centric team, and actively introducing them to all channels - online, app and stores..
• Promote an environment that encourages participation, creativity & learning by sharing best practices & building on the ideas of others within the district, region & company
• Build management teams to train, motivate & challenge store teams to meet financial goals, proactively resolve problems & enhance performance & customer service
• Own the customer experience for your stores, maintaining a strong store culture built on customer obsession and Wayfair’s People Principles.
• Lead a consultative design based sales culture that brings the omni channel offering to life in stores
• Create and maintain a culture of engagement by routinely listening to feedback from leaders, associates, and customers, analyzing qualitative and quantitative inputs, and independently implementing solutions to solve problems
• Recruit & select highly talented people & build succession plans designed to meet brand & company growth goals
• Foster a culture of exceptional selling & service where associates are empowered to create positive, lasting impressions that make our stores a destination for our product, our expertise & in-store/in-home experiences
• Develop strategy to drive sales & build customer loyalty through store programs including: clientele, decorating/entertaining/culinary classes, in-store & in-home consultations, events, credit card, wish list, registry 

Competencies:

• Customer obsession
• Building effective teams
• Ensures accountability & execution
• Developing talent
• Collaboration
• Business and financial acumen
• Leading by example
• Plans, aligns & prioritizes
• Communicates effectively
• Organizational agility

Qualifications And Special Skills Preferred

• 15+ years of retail or operations experience.
• 7+ years of people management experience.
• 7+ years of site or multi-store management experience
• Bachelor’s degree in Business Administration, Operations Management, or related area.
• Experience in launching retail locations.
• Home furnishings and/or consultative selling experience
• Experience in directing store operations and managing large budgets.
• Experience working independently in an ambiguous environment with minimal supervision.
• Demonstrated ability to use data and metrics to back up assumptions and implement effective solutions.
• Demonstrated success in problem solving and delivering results.
• Demonstrated ability to attract, hire, and develop high-performing teams.
• Strong written and verbal communication skills.
• Passion for Wayfair and committed to delighting customers.
• Ability to travel 70 percent of the time 

Essential Functions:

• On-site presence at a physical location
• Excellent verbal communication skills.
• Excellent active listening skills.
• Excellent sales and customer service skills.
• Extensive knowledge of the merchandise sold.
• Ability to anticipate customers’ needs.
• Ability to recommend merchandise to customers.
• Ability to operate or to quickly learn the stores point-of-sale system
• Technical acumen to learn necessary software; experience with Google Cloud G Suite, including Docs, Sheets, Slides and forms preferred.
• Ability to process information and merchandise through a computer system and POS register system. 

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to stand, walk, talk and hear. The employee frequently is required to handle, or feel and reach with hands and arms. The employee is occasionally required to sit; regularly climb or balance; and frequently stoop, kneel, crouch, or crawl. The employee must regularly, frequently or occasionally lift and/or move up to 50 lbs
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.