Manager – Loyalty Member Engagement
| Company | Wayfair |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 5+ years’ experience in a strategic and analytical role (marketing, business strategy/operations, finance, startup/tech, etc.)
- Bachelors Degree with strong academic record (strong preference for quantitative backgrounds)
- Proficiency with MS Excel, Google Sheets, SQL/GBQ, or other programming languages
- Excellent critical thinking and analytical skills – comfortable working with large amounts of unstructured data and transforming into actionable insights and data-driven strategies
- Experience in financial modeling, opportunity sizing, and cost / benefit analysis (e.g., return on investment)
- Dynamic self-starter with high operational acumen and an entrepreneurial mindset, ability to effectively plan and execute across stakeholders to drive results
- Ability to independently own and execute solutions to complex problems
- Ability to handle multiple priorities, learn quickly, thrive, and have fun in a fast-paced environment
- Exceptional verbal and written communication skills – ability to leverage data from a multitude of sources to tell a persuasive story, tailor communication style based on the audience, and influence others
- Collaborative team player who wants to see themselves and others thrive
Responsibilities
- Design, analyze, and innovate the member engagement strategy, developing delightful member content and benefit administration that drives incrementality and strengthens brand bonds.
- Direct the strategy, planning, and evaluation of loyalty promotional events, including members-only sales, early access events, bonus rewards events, sweepstakes, and more.
- Profitably scale and optimize special “surprise & delight” offers & content that gamify the member experience and incentivize key, high value business actions.
- Partner to differentiate and enhance member marketing (email, push notifications, SMS, targeted ads, etc.) and experiences (onsite differentiation, personalization strategies, etc.) to activate rewards and other member benefits in fun and engaging ways while building a sense of exclusivity and reinforcing program value.
- Oversee member retention and design & implement performant, and cost-efficient churn mitigation strategies.
- Understand member needs and develop business cases for new / expanded benefits that continuously impress and exceed customer expectations.
- Analyze and influence member performance KPIs – instrumenting tracking and measurement frameworks, identifying meaningful trends, and reacting quickly to deviations from plan.
- Track competitor experiences and develop perspectives on best-in-class operations.
- Work cross-functionally with Marketing, Creative, Product / Engineering, Sales, Promotions, Physical Retail, Analytics, and Legal to drive execution and growth.
- Enact continuous process improvement and automation in order to improve outcomes with efficient operational processes and financial investments.
- Socialize learnings with Wayfair senior leadership via concise, answer-first communications.
Preferred Qualifications
- Preferred experience in Marketing Engagement (customer communications, promotions, loyalty, or rewards programs)