Sr. Merchandising Associate - User Generated Content

Who We Are

User generated content (UGC) - e.g. the reviews and photos we receive from customers - is essential to Wayfair’s mission to offer an unparalleled customer experience in the home e-commerce space. Customers rely heavily on this content to build trust when making a purchase, and as such improvements in content capture rates or content utilization on site drive large 7 or 8 figure bottom-line impacts.

To achieve our mission, we need an analytical and motivated individual to help manage our operations. This will include overseeing and optimizing our review moderation & authenticity processes, as well as our Supplier Review Programs, which include: (i) Supplier-Funded Reviews (SFR) (suppliers fund $5+ post-purchase rebates), (ii) Tried and True (T&T) (top reviewers offered free products in exchange for honest “rating + comment + photo” reviews, with suppliers funding the product + shipping costs), and (iii) Bazaarvoice (3rd party syndication). 

What You’ll Do

• Own the end-to-end review moderation and authenticity process, ensuring smooth operations and identifying areas for improvement. 
• Oversee the offshore team, monitor key operational metrics and SLAs, and become the subject matter expert on review moderation standards
• Serve as the primary point of contact for both internal and external stakeholders looking for support leveraging our Supplier Review Programs. You will oversee the overall process, working closely with multiple cross-functional teams to address incoming requests. In addition, you will identify and implement initiatives to streamline and improve the overall process going forward 
• Support efforts to expand and grow Supplier Review Programs. This will include  (i) putting together a review acquisition playbook outlining how suppliers can leverage our reviews programs for different types of SKUs; (ii) work with marketing team to optimize frequency and content of outreach e.g. email, push notifications to maximize review capture in those channels
• Work with our analytics and data teams to build comprehensive standard reporting across the UGC function on review capture, coverage, and utilization
• Run ad hoc analyses as needed, deriving insights and making data-driven recommendations

What You’ll Need

• 1+ years of experience with ecommerce, project management, analytics is preferred
• Ability to communicate complex ideas clearly and precisely, strong written and verbal communication skills with external and cross-functional internal stakeholders
• Innovative problem-solving skills to dissect and determine root causes of problems
• Highly analytical, including experience with analyzing and interpreting data sets directly (high Excel proficiency is a must, experience with SQL preferred) 
• Ability to effectively prioritize and juggle multiple competing priorities for self and team
• Strong work ethic, highly motivated self-starter, and extremely organized

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Last updated on Aug 20, 2024