District Manager Specialty Retail at Wayfair LLC in Boston, MA
The District Manager of Specialty Retail stores will support Wayfair's expansion of the physical retail footprints of AllModern, Joss & Main and Birch Lane. As part of the Store Operations team, this key leadership position will be leading the portfolio of stores across the three brands in multiple geographies to introduce customers to our brands through brick and mortar for the first time. We are seeking an experienced leader who can partner with the home office operations team to stand up our first stores and deliver the tactical execution needed to maintain the highest level of customer service in our physical stores. You will be accountable for the end-to-end operations and overall performance for the stores in your district, leading a team of capable store managers and engaged retail associates to deliver on-brand best-in-class service and design experiences for customers. You will lead your district by monitoring, analyzing, and responding to business metrics that include sales, labor, customer satisfaction, productivity, and safety, among others. You will play a vital role in maintaining a vibrant team culture based on customer obsession, trust, respect, continuous learning and fun. This role is based in Boston and reports to the Head of Store Operations. This position is a key member of the Wayfair Physical Retail Operations team that will help craft the playbook to stand up and scale stores in North America across all three Wayfair specialty brands (AllModern, Birch Lane, Joss & Main). What you'll do:
As an authentic brand ambassador for the Wayfair family, lead and create a best in class customer experience by connecting them with the world's biggest and best home online assortment brought to life in our stores. Manage the department to ensure timely, proactive support for customer centric operations Master and continuously teach our brand story and be able to share our brand with polished communication, personal appearance and professionalism. Manage a team of store leaders, including setting goals, relaying expectations and managing performance, providing regular feedback, and supporting career development. Build a portfolio of store teams that can ignite an on-brand design space utilizing all of our design and omni-channel tools and services to bring our customer's design aspirations to life. Guide customers through their questions on product features and functionality, style and product coordination, and cutting requests, including in-store assortment and endless aisle. Delegate and influence to drive exceptional results in your stores, including executing standard operating procedures, identifying areas of improvement, implementing solutions, and providing ongoing feedback to store manager, regional leaders, and corporate stakeholders Implement brand initiatives to achieve best-in-class service & design experiences Amplify the Wayfair brand family by building a high performing customer centric team, and actively introducing them to all channels - online, app and stores. Promote an environment that encourages participation, creativity & learning by sharing best practices & building on the ideas of others within the district, region & company Build management teams to train, motivate & challenge store teams to meet financial goals, proactively resolve problems & enhance performance & customer service Own the customer experience for your stores, maintaining a strong store culture built on customer obsession and Wayfair's People Principles. Lead a consultative design based sales culture that brings the omni channel offering to life in stores Create and maintain a culture of engagement by routinely listening to feedback from leaders, associates, and customers, analyzing qualitative and quantitative inputs, and independently implementing solutions to solve problems Recruit & select highly talented people & build succession plans designed to meet brand & company growth goals Foster a culture of exceptional selling & service where associates are empowered to create positive, lasting impressions that make our stores a destination for our product, our expertise & in-store/in-home experiences Develop strategy to drive sales & build customer loyalty through store programs including:
clientele, decorating/entertaining/culinary classes, in-store & in-home consultations, events, credit card, wish list, registry Competencies:
Customer obsession Building effective teams Ensures accountability & execution Developing talent Collaboration Business and financial acumen Leading by example Plans, aligns & prioritizes Communicates effectively Organizational agility Qualifications And Special Skills Preferred 10
years of retail or operations experience. 7
years of people management experience. 7
years of site or multi-store management experience Bachelor's degree in Business Administration, Operations Management, or related area. Experience in launching retail locations. Home furnishings and/or consultative selling experience Experience in directing store operations and managing large budgets. Experience working independently in an ambiguous environment with minimal supervision. Demonstrated ability to use data and metrics to back up assumptions and implement effective solutions. Demonstrated success in problem solving and delivering results. Demonstrated ability to attract, hire, and develop high-performing teams. Strong written and verbal communication skills. Passion for Wayfair and committed to delighting customers. Ability to travel 70 percent of the time
Salary Range:
$200K -- $250K
Minimum Qualification
Sales Management & Operations, SalesEstimated Salary: $20 to $28 per hour based on qualifications.
As an authentic brand ambassador for the Wayfair family, lead and create a best in class customer experience by connecting them with the world's biggest and best home online assortment brought to life in our stores. Manage the department to ensure timely, proactive support for customer centric operations Master and continuously teach our brand story and be able to share our brand with polished communication, personal appearance and professionalism. Manage a team of store leaders, including setting goals, relaying expectations and managing performance, providing regular feedback, and supporting career development. Build a portfolio of store teams that can ignite an on-brand design space utilizing all of our design and omni-channel tools and services to bring our customer's design aspirations to life. Guide customers through their questions on product features and functionality, style and product coordination, and cutting requests, including in-store assortment and endless aisle. Delegate and influence to drive exceptional results in your stores, including executing standard operating procedures, identifying areas of improvement, implementing solutions, and providing ongoing feedback to store manager, regional leaders, and corporate stakeholders Implement brand initiatives to achieve best-in-class service & design experiences Amplify the Wayfair brand family by building a high performing customer centric team, and actively introducing them to all channels - online, app and stores. Promote an environment that encourages participation, creativity & learning by sharing best practices & building on the ideas of others within the district, region & company Build management teams to train, motivate & challenge store teams to meet financial goals, proactively resolve problems & enhance performance & customer service Own the customer experience for your stores, maintaining a strong store culture built on customer obsession and Wayfair's People Principles. Lead a consultative design based sales culture that brings the omni channel offering to life in stores Create and maintain a culture of engagement by routinely listening to feedback from leaders, associates, and customers, analyzing qualitative and quantitative inputs, and independently implementing solutions to solve problems Recruit & select highly talented people & build succession plans designed to meet brand & company growth goals Foster a culture of exceptional selling & service where associates are empowered to create positive, lasting impressions that make our stores a destination for our product, our expertise & in-store/in-home experiences Develop strategy to drive sales & build customer loyalty through store programs including:
clientele, decorating/entertaining/culinary classes, in-store & in-home consultations, events, credit card, wish list, registry Competencies:
Customer obsession Building effective teams Ensures accountability & execution Developing talent Collaboration Business and financial acumen Leading by example Plans, aligns & prioritizes Communicates effectively Organizational agility Qualifications And Special Skills Preferred 10
years of retail or operations experience. 7
years of people management experience. 7
years of site or multi-store management experience Bachelor's degree in Business Administration, Operations Management, or related area. Experience in launching retail locations. Home furnishings and/or consultative selling experience Experience in directing store operations and managing large budgets. Experience working independently in an ambiguous environment with minimal supervision. Demonstrated ability to use data and metrics to back up assumptions and implement effective solutions. Demonstrated success in problem solving and delivering results. Demonstrated ability to attract, hire, and develop high-performing teams. Strong written and verbal communication skills. Passion for Wayfair and committed to delighting customers. Ability to travel 70 percent of the time
Salary Range:
$200K -- $250K
Minimum Qualification
Sales Management & Operations, SalesEstimated Salary: $20 to $28 per hour based on qualifications.
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