Wayfair is rapidly expanding its fleet of stores, and we need a strategic leader to ensure our store teams don't just "operate," but thrive. As the Associate Director of Retail Experience and Enablement , you are the bridge between corporate vision and storefront reality.
You will lead the strategy, design, and execution of all in-store experience elements for both customers and employees of our stores. From a customer experience standpoint, this means owning the full in-store experience - working with customer feedback and insights to design the in-store elements to ensure customers have an effortless and memorable experience every time they visit. From an employee perspective, this means ensuring that employees and managers have the tools, knowledge, and coaching necessary to deliver a world-class customer experience.
Key Responsibilities Updated Key Responsibilities
Retail Experience Strategy: Define and execute a multi-year roadmap that aligns with retail growth goals , acting as the primary bridge between corporate vision and storefront reality.
Customer Journey Ownership: Own the full end-to-end in-store customer experience, designing elements that ensure every visit is effortless and memorable.
Insight-Driven Design: Leverage customer feedback and performance insights to iterate on in-store experience elements and optimize the customer journey.
Employee Enablement & Coaching: Ensure managers and employees possess the tools, knowledge, and coaching necessary to deliver world-class service.
Program Design & Delivery: Oversee the creation of high-impact learning content, ranging from product knowledge and operational excellence to leadership development.
Strategic Needs Assessment: Proactively identify skill gaps and performance opportunities within store teams through data analysis and field partnership.
Storefront Operational Success: Lead the strategy and execution of all in-store experience elements to move store teams beyond basic operation toward thriving performance.
Cross-Functional Partnership: Act as a critical liaison between HR, Retail Leadership, and Corporate Operations to ensure initiatives are integrated and scalable.
Team Leadership: Lead and mentor a team of enablement and experience professionals, fostering a culture of innovation and continuous improvement.
Impact Evaluation: Establish KPIs to measure the effectiveness of programs, using feedback and data to optimize both customer and employee outcomes.
What You'll Need
Strategic Roadmap Experience: Proven ability to build and execute multi-year experience and enablement strategies that align with broader retail growth goals.
CX & Journey Mapping: Expertise in designing end-to-end customer journeys and using customer feedback/insights to iterate on in-store experience elements.
Enablement Expertise: Deep experience in identifying performance gaps and designing scalable tools, coaching programs, and learning content for a diverse retail workforce.
Field Partnership: A strong track record of partnering with store teams to translate corporate vision into practical, storefront reality.
Leadership & Mentorship: Experience leading a team of professionals, fostering a culture of innovation and continuous improvement.
Data-Driven Decision Making: Ability to define and track KPIs that measure the effectiveness of both customer experience initiatives and employee enablement programs.
Cross-Functional Influence: Skill in acting as a critical liaison between HR, Retail Leadership, and Corporate Operations to ensure seamless program integration.
Operational Excellence: A mindset focused on moving store teams beyond basic task execution toward high-performance, thriving environments.
Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form (https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU) .
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About Wayfair Inc.
Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston, 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.
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, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.
