Experienced Customer Experience Manager - Retail Operations at Wayfair - $25-$35/Hour
Join the Team that's Revolutionizing Home Shopping
Are you passionate about delivering exceptional customer experiences and driving business growth in a fast-paced, innovative environment? Look no further than Wayfair, a leading online retailer of home goods and furniture. We're seeking an experienced Customer Experience Manager to lead our retail operations and help us build a loyal customer base.
About Wayfair
At Wayfair, we're on a mission to make shopping for home goods and furniture easy, convenient, and enjoyable. With a vast selection of products, competitive prices, and exceptional customer service, we've become the go-to destination for home shoppers. Our retail location in Illinois is looking for a talented Customer Experience Manager to join our team and help us deliver an outstanding customer experience.
Job Summary
As a Customer Experience Manager at Wayfair, you'll be responsible for developing and driving our team of customer service professionals who work with clients to build lasting relationships and deliver top-notch service. You'll work closely with key stakeholders to design and implement seamless customer experiences across all touchpoints, from checkout to returns. If you're a motivated and customer-focused leader with a passion for driving business growth, we want to hear from you!
Key Responsibilities
- Drive Customer Experience: Develop and implement customer experience strategies to ensure seamless interactions across all touchpoints, including checkout, returns, and in-store experiences.
- Collaborate with Key Stakeholders: Work closely with key partners to design and implement end-to-end customer experiences, including B2B, Plan services, and in-store experiences.
- Identify Gaps and Opportunities: Analyze customer feedback and data to identify gaps in the customer experience and develop solutions to address them.
- In-Store Experience: Oversee in-store execution of all customer experiences and streams, including technology and physical components.
- Develop and Implement SOPs: Create and implement standard operating procedures (SOPs) and workflows to ensure successful store operations and customer experiences.
- Training and Development: Conduct training sessions for store teams on new processes and procedures.
- Monitor Performance: Track and analyze key performance indicators (KPIs) to identify areas for improvement and optimize customer experiences.
- Change Management: Lead change management initiatives to ensure successful implementation of new processes and procedures.
Requirements
Essential Qualifications
- Retail Leadership Experience: 4+ years of retail leadership experience, with 3+ years of management experience.
- Google Suite: Working knowledge of Google Suite tools, including Docs, Sheets, Slides, and Gmail.
- Communication Skills: Excellent verbal and written communication skills.
- Customer Focus: Strong customer focus and passion for delivering exceptional customer experiences.
- Adaptability: Ability to adapt to changing priorities and environments.
- Entrepreneurial Spirit: Entrepreneurial mindset with a willingness to take calculated risks.
- Time Management: Strong time management and organizational skills.
- Availability: Availability to work a 40-hour week, with 75% of time spent on the retail floor and training and developing the team.
Preferred Qualifications
- Home Goods/Furniture Industry Experience: Experience working in the home goods or furniture industry.
- Customer Experience Leadership: Experience as a customer experience leader or manager, with a track record of meeting or exceeding targets.
Physical Requirements
- Physical Demands: Ability to lift and carry objects over 50 lbs, stand for long periods, and perform complex reading and writing tasks.
- Reasonable Accommodations: Wayfair is committed to providing reasonable accommodations for qualified individuals with disabilities.
What We Offer
At Wayfair, we're committed to creating a work environment that's engaging, challenging, and rewarding. Here are just a few benefits we offer:
- Competitive Salary: $25-$35/hour, depending on experience.
- Comprehensive Benefits: Access to comprehensive benefits, including medical, dental, and vision coverage.
- Opportunities for Growth: Opportunities for professional growth and development.
- Dynamic Work Environment: A dynamic and fast-paced work environment that's perfect for motivated and customer-focused individuals.
Career Growth Opportunities and Learning Benefits
At Wayfair, we're committed to helping our employees grow and develop their skills. Here are just a few ways we support career growth and learning:
- Training and Development: Access to training and development programs to help you build new skills.
- Mentorship: Opportunities to work with experienced mentors who can help guide your career.
- Career Advancement: Opportunities for career advancement and promotions.
Work Environment and Company Culture
At Wayfair, we're proud of our company culture and work environment. Here are just a few things you can expect:
- Collaborative Team: A collaborative and supportive team environment.
- Innovative Culture: A culture that encourages innovation and creativity.
- Flexible Work Arrangements: Flexible work arrangements, including remote work options.
USA Job Market Trends
The job market in the United States is constantly evolving. Here are some current trends that may impact your career:
- Remote Work and Hybrid Models: The COVID-19 pandemic has accelerated the shift to remote work and hybrid models.
- Technology and Digital Skills: The demand for technology-associated skills, such as coding and data analysis, continues to grow.
- Healthcare and Biotechnology: The healthcare sector continues to grow, with opportunities in healthcare, pharmaceuticals, and biotechnology.
- Renewable Energy and Sustainability: There is growing interest in renewable energy sources and sustainability practices.
- E-Commerce and Logistics: The shift toward online shopping has driven demand for jobs in e-commerce platforms, supply chain management, and last-mile logistics.
Conclusion
If you're a motivated and customer-focused leader with a passion for driving business growth, we want to hear from you. Join our team at Wayfair and help us revolutionize the way people shop for home goods and furniture. Apply now to take the first step towards a rewarding and challenging career!
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