B2B Program Lead, Physical Retail

Wayfair + Specialty Retail Brands

The candidate for this role will sit in our Boston, MA office and will be expected to travel occasionally to all physical retail stores within our portfolio (10% travel expected per year). 

Wayfair’s Physical Retail team is seeking a Manager to lead the B2B experience for all Physical Retail stores across Wayfair, AllModern, Birch Lane, Joss & Main, and Perigold. This role is uniquely positioned to directly influence the newly created physical retail experience and help drive Wayfair’s long term omnichannel strategy for B2B customers. The B2B Program Lead will report into the Head of CX, Salesfloor, and PMO within the Physical Retail organization. 

The B2B Manager, Physical Retail will be responsible for leading, developing, and measuring the B2B experience in our physical retail stores across all brands. They will assess the current B2B offering in our stores to identify our biggest opportunities and create a roadmap to address those opportunities in collaboration with cross-functional partners.

A successful candidate is able to work effectively within a lot of white space, rolling up their sleeves to identify the biggest opportunities based on internal and external data (i.e. competitors) and then create goals and measure success against those opportunities. This person must be able to collaborate across several cross-functional teams (GMs, tech and product teams, to solve for the retail program within the broader B2B ecosystem. 

Responsibilities:

• Manage the end-to-end B2B program within physical retail stores (overseeing training content, sales tools, customer flows, in-store expertise/on-site training, etc.)
• Assess Wayfair’s broad set of business & technology capabilities to understand where we have an opportunity to win in the space, and where further capability development is required
• Work closely with cross-functional teams to understand pain points and gaps in the current offering and workflow(s)
• Create & implement a measurement framework for assessing key in-store B2B performance indicators 
• Develop feedback loop(s) in stores to continuously identify gaps or opportunities to improve the B2B store experience
• Regularly identify and prioritize areas of opportunity to drive revenue and a strong customer experience
• Secure buy-in from cross-functional teams as needed to deliver OKRs

Skills & Experience:

• 3+ years of experience in retail customer experience
• Track record of delivering results across cross-functional teams 
• Strong project management skills - ability to simultaneously push forward multiple initiatives in partnership with a large number of cross-functional teams
• Ability to build strategies that drive business results and deliver against those strategies to drive measurable value
• Excellent communication and problem solving skills
• Strong business acumen – ability to understand how various parts of the business interact, and can identify and approach problems from a customer perspective
• Demonstrated success influencing senior level stakeholders on strategic direction based on recommendations backed by data-driven insights