Sales Strategy & Operations Manager, Wayfair
More information about location
4 days a week in office
A global online homeware marketplace
Open for applications
A global online homeware marketplace
1001+ employees
Open for applications
More information about location
4 days a week in office
1001+ employees
Company mission
To help everyone, anywhere create their feeling of home.
Role
Who you are
- Bachelor’s required
- 4+ years of experience in revenue operations, project / program management, strategy & operations, consulting, or similar roles supporting Sales, Customer Service, or Marketing teams
- Ability to understand and empathize with diverse stakeholders across functions, and tailor messaging / communication appropriately to ensure resonance; ability to create consistent messaging about complex projects, flexing to audience needs but creating cohesion on the objective and guiding principles
- Ability to break down complex, ambiguous problems into logical objectives, translating sales needs into discrete, actionable steps for partner teams to execute
- Strong ability to derive insights and strategies from data, including scoping analysis, manipulating data sets, deriving insights, and presenting findings while incorporating qualitative and quantitative business context
- Passion for working collaboratively across functions to drive operational improvements and projects. Empathetic with stakeholder (sales team) and partner (sales tech, analytics, sales performance and training, customer experience and journey) needs and perspectives to drive cohesive vision and execution
- Ability to manage processes efficiently by scoping logical steps from ideation to project completion, organizing data / materials for broad understanding, synthesizing stakeholder feedback, ensuring project interim steps are on time, and delivering results on time with high quality
- Ability to synthesize insights from data analysis, understanding trends that affect performance in the short-term and identifying long-term opportunities for improvement
What the job involves
- Wayfair Professional’s North American Business to Business Sales (“B2B”) team is seeking a collaborative, analytical-oriented thought leader to help drive Wayfair Professional’s B2B agenda
- The role will be a part of the Global Revenue Operations team that will help craft and execute B2B sales strategy across North America
- While our site and app experience allow for seamless self-service, our higher-value customers benefit from sales support
- Sales teams establish relationships with purchasing decision-makers, educate customers about Wayfair’s assortment, services, and capabilities, and proactively reach out to intercept emerging needs to help them complete their orders and projects
- We seek a motivated leader who will partner with Sales leaders and internal enablement team members to optimize the sales process to consistently exceed sales targets and customer experience
- The role will report to the Head of Global Revenue Operations and partner directly with Sales GMs of respective program, channel, or Capabilities teams to drive overall operational improvements and accelerate speed to achieve program goals
- This includes proactively partnering with Sales GMs and analytics to monitor performance and create action plans to improve performance, drive medium/long-term program and channel-level operational roadmaps, including cross-functional projects that improve customer and seller/agent experience and optimize seller/agent workflow (enabled by process and tooling)
- This role will focus on improving our Top of Funnel sales team performance and enrollment / activation process, ensuring we are effectively bringing customers into the Wayfair Professional program and setting them up for long-term success with our sales/service offering
- This is a highly cross-functional role, partnering with Sales, Marketing, Analytics, and on-shore and off-shore partners
- Deeply understand both qualitative and quantitative trends in the business through active “voice of seller” engagement, strong knowledge of short/long-term KPI trends
- Develop near-term action plans to address underperformance and/or accelerate positive trends, driving from problem statement through to implementation / adoption
- Create long-term (6+ month) roadmap to accelerate channel / program performance, in conjunction with overall B2B and Consumer Sales OKRs, cross-functional resources, and headcount considerations
- Scope project initiatives, ensuring project management operational excellence from problem definition through execution; drive execution to project deliverables, including hitting stage gate milestones, preparing / delivering updates to sales / cross-functional leadership and incorporating feedback
- Coordinate resourcing across various initiatives (e.g., sprint planning, load balancing, coordinating across Business Enablement and cross-functional teams)
- Coordinate cross-functional teams and resources, assessing and acting on tradeoffs across the business (e.g., across sales programs, tech resources)
Our take
Wayfair emerged in the early era of eCommerce with a mission to revolutionize online shopping, offering customers a convenient platform to purchase goods. Today, it stands as one of the foremost global players in the online furniture delivery industry, boasting an impressive inventory of over 33 million products.
Renowned for its extensive product range and comprehensive service offerings, Wayfair distinguishes itself by providing an end-to-end customer experience, from browsing to doorstep delivery. Despite its prominence, the company faces profitability challenges attributed largely to expansion expenses. Nonetheless, its solid presence in the competitive online homeware sector solidifies its position as a key contender.
With ambitious global expansion plans, Wayfair remains committed to maintaining its leadership in the industry. As it aspires to become the ultimate destination for all home needs, its more recent ventures into physical retail represent significant strides toward this overarching goal.
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
-14% employee growth in 12 months
Company
Company values
- Relentless Customer Focus: Delivering an exceptional customer experience drives everything we do. We invest in understanding our customers and partners. We are all in customer service
- Deliver Rsults With Agility: We prioritize work that drives long-term value. We execute with urgency, learn from failure, and nimbly pivot. The outcomes of our efforts are impactful, measurable results
- Use Good Judgement: We are bold and confident, never reckless. We make reasoned, calculated decisions based on data, critical thinking, and pattern recognition
- Build the Best Team: We lead by setting the bar high, articulating clear goals, and diving deep. We hire, develop, and leverage only the best. Our leaders continually reevaluate and strengthen their teams and do not shy away from hard decisions. We expect and demonstrate excellence
- Collaborate Effectively: We invest in cross-functional global partnerships that maximize impact and minimize duplication. We prize collaboration in all interactions – with our teammates, stakeholders, and suppliers. We disagree, align, and commit. Effectiveness and efficiency in collaboration are required.
- Respect Others: We earn and show respect, treating our teammates and partners with empathy and inclusion. We presume good intent while prioritizing impact. We balance confidence and candor with humility and kindness.
- Be an Owner: We are Wayfair first. We act on what’s best for the company, ahead of team or individual goals. We spend every dollar as if it is our own. We take pride in Wayfair’s success while planning the next win. We always think long-term
- Innovate & Improve: We are not limited by precedent. We boldly challenge the norm. We continually identify opportunities to innovate, improve, and simplify. We value incremental improvements, but we also look for game-changing breakthroughs.
- Adapt & Grow: We value adaptability and self-reflection. We find opportunity in every change, experience, and mistake. We are committed to continuous self-improvement.
Company HQ
Prudential / St. Botolph, Boston, MA
Articles
Leadership
Niraj Shah
(Co-Founder & CEO)Studied Engineering at Cornell University before co-founding Spinners, a Boston-based IT services company. Previously acted as Entrepreneur in Residence for Greylock and has served as CEO of Wayfair since co-founding the company in 2002.
Steven Conine
(Co-Founder)Co-founded Spinners before working for Operations at iXL. Conine also co-founded Pillar VC in 2016.
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