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Wayfair Associate Director, Client Experience in Boston, Massachusetts

<p><strong>Associate Director, Client Experiences</strong></p>

<p><span style="font-weight: 400;">Located in Boston, Massachusetts&nbsp;</span></p>

<p><span style="font-weight: 400;">Wayfair’s Physical Retail Team is seeking an Associate Director of Client Experience to enable Wayfair’s physical retail agenda.&nbsp; The Associate Director of Client Experience will be a part of the Wayfair Physical Retail Services &amp; Experience team that will help craft the playbook to stand up and scale stores in North America across all five Wayfair brands ( Wayfair, All Modern, Birch Lane, Joss &amp; Main, Perigold).</span></p>

<p><span style="font-weight: 400;">In this role you will work with cross-functional partners (ie. Training &amp; Development and various Service owners) to help build and execute a platform strategy to provide a seamless client and associate brand experiences and sales which must then be customized by brand.&nbsp; We are seeking a highly motivated, forward thinking, detail oriented collaborator and people leader who can drive execution and delivery of the client and associate experience.</span></p>

<p>&nbsp;</p>

<p><span style="font-weight: 400;">This role will be based in Boston and reports to the Director of Services &amp; Experience.&nbsp; It offers significant cross functional responsibility.&nbsp; As the retail portfolio grows you should expect to lead a team to manage an increasing number of physical retail stores experience offerings and needs.</span></p>

<p><strong>What you’ll do:</strong></p>

<ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Define client journey through the design experience, including professionals</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Identify/ develop:&nbsp;</span></li>

<ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Technology needs (CRM, Quotes, mood boards, space planning)</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Tactile offerings by category for swatches/ cuttings</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Design selling process</span></li>

</ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate to ensure the client journey through the design bar is seamlessly integrated into the entire in-store experience</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Implement client service evaluation process and measure</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Devise plan for Business to Customer and Business to Business offerings in physical retail stores</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Ensure excellent client service through client service through measurement and evaluation</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Entire store sales and experience process is seamless:</span></li>

<ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Client facing policies - ensure they work for the client in the physical store</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Attached service offerings:&nbsp; Protection, Delivery &amp; Assembly</span></li>

</ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Guide aesthetic choices:&nbsp; amenities, music, scent</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Store Design Sales team training, including product knowledge, services, FOH and BOH policy and procedure</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Drive in-store Registry experience</span></li>

</ul>

<p><strong>What you’ll need:</strong></p>

<ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">10+ years home physical retail leadership experience required, with preferred guided design journey experience</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Strong business management skills, with demonstrated ability to lead initiatives</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Ability to execute strategy and create iterations to bring best in class to life</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Ability to lead cross functionally and drive results</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated team leadership and development skills</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Thrives in a high-growth, ambiguous environment where timelines are tight and stakes are high</span></li>

</ul><div class="content-conclusion"><p><strong>About Wayfair Inc.</strong></p>

<p>Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.</p>

<p>No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.</p></div>

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