Head of Customer Communications Job at Wayfair in Boston

Head of Customer Communications

The Marketing team is seeking a dynamic, result-driven leader to spearhead our Customer Communications team. This role is responsible for Email Marketing, Push Notifications, SMS, and Post Order Transactional channels for Wayfair US, as well as Email Operations for WFNA and Specialty Retail Brands. The ideal candidate is hands-on, thrives in a fast-paced environment, and has experience in retail, e-commerce, data analytics, business consulting, or similarly consumer-focused and analytical roles. If you are entrepreneurial with a passion for brand-building in a data-driven, customer-centric environment, this is the role for you.

As the leader of Customer Communications, you will:

• Drive and manage $1.1B+ GRS annually (and growing) across all customer communications channels and platforms
• Develop and execute an integrated communications strategy across all comms channels
• Analyze business performance and use data-driven decision-making processes to refine marketing strategies and optimize performance.
• Build, mentor, and lead a high-performing team of 25+ marketers, fostering a collaborative and inclusive work environment
• Partner with senior leaders and cross-functional teams to drive your agenda including Marketing Technology, Data Science, Search & Recommendations, Category Management, Curated Merchandising, Creative and more

You’re a great fit if you have:

• 10+ years of marketing experience, with a strong background in digital marketing and e-commerce.
• Demonstrated success in a senior marketing leadership role, preferably within the retail or consumer goods sector.
• Proven track record of driving growth, innovation, and brand excellence on a national or international scale.
• Data-centric, strategic, and customer-centric approach, with experience leading initiatives to deliver business results and value to customers in a rapidly evolving environment
• Advanced proficiency in data analytics, customer insights, and performance measurement tools.
• Exceptional strategic thinking and problem-solving abilities.
• Strong understanding of digital marketing channels, platforms, and technologies.
• Excellent leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic, and results-oriented environment.