Manager, B2B Customer Journey Mapping

The salary range for this position is $99,000 - 120,000 however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Must be ONSITE in Boston, MA (Monday - Thursday)

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. Wayfair’s B2B and Global Sales teams support Wayfair Professional and high-value Sales customers ($3B+). The Journey Experience Design & Improvement (JEDI) team designs and implements customer-centric experiences that add value for our B2B and Sales customers.  The role will be a part of the B2B and Global Sales Customer Journey team (JMI- Journey Mapping Improvement) that will craft and execute B2B strategy across North America. We serve customers via a ‘gated’ site experience that is tailored based on a given customer’s vertical (e.g., Commercial Office, Interior Design, Contractor). 

We seek a motivated leader who will partner with vertical leaders and customer experience team members to optimize the customer journey to consistently exceed revenue targets and improve the customer experience. The role will report to the JEDI Team Lead and partner directly with cross-functional teams (B2B CM, Sales Tech, GPO etc) to drive overall customer journey improvements. This includes proactively partnering with analytics to monitor performance and improve how we identify / prioritize customers, designing and implementing step-change improvements to the customer journey, and driving cross-functional projects that optimize the site-, sales-, or marketing treatment. 

What You’ll Do

• Deeply understand both qualitative and quantitative trends in the business through active “voice of customer” engagement, strong knowledge of short/long-term KPI trends
• Scope project initiatives, size the value at stake and develop a perspective on the operational levers needed to transform the problem at hand into a staged solution
• Develop mid to long term (6+ month) roadmaps to accelerate project performance in conjunction with overall B2B OKR and cross-functional resources 
• Drive execution to project deliverables, hitting stage gate milestones, prepare and deliver updates to cross-functional teams while incorporating feedback
• Partner with analytics team to incorporate new data signals to mark progress against new initiatives and identify how we segment new and existing B2B customers 
• Coordinate with cross-functional teams of B2B enablement, tech resources, category managers, and B2B NPS to drive against project milestones and incorporate the voice of the customer to refine the opportunity along the implementation journey. 
• Manage team of 1-3 Associates 
• Coordinate resourcing across various initiatives (e.g., sprint planning, load balancing, coordinating across cross-functional teams)
• Assist in scoping your direct team's workload against project initiatives, ensuring project management operational excellence from problem definition through execution

What You’ll Need 

• Bachelor’s or Master’s degree
• 4-5+ years of experience in product management, strategy & operations, consulting, or similar roles focused on improving customer experience
• Experience creating roadmaps for complex problems/ projects that span long periods of time and across multiple cross-functional teams. Experience with stakeholder management and seeing these projects through to completion. 
• Ability to understand and empathize with diverse stakeholders across functions, and tailor messaging 
• communication appropriately; 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 needs into discrete, actionable steps for partner teams to execute
• Passion for working collaboratively across functions to drive operational improvements and projects. Empathetic with stakeholder and partner (vertical GMs, sales tech, analytics, other customer experience teams) needs and perspectives to drive cohesive vision and execution
• Experience leading teams of associates, leveraging team members to maximize speed to execution, proactively coaching toward operational excellence, developing and leveraging diverse skill sets, managing workloads to delegate and distribute appropriately
• 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
• Experience large data sets and extracting insights, preferably with SQL or GBQ as well as visualization tools (e.g., Looker, Data Studio) 
• Ability to synthesize insights from data analysis, understanding trends that affect performance in the short-term and identifying long-term opportunities for improvement

An Important Note about Wayfair's In-Office Policy:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

 

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Last updated on Aug 13, 2024