Senior District Manager, Physical Retail

*We will consider candidates located outside of Boston*

The Senior 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 global Physical Retail leadership team, this key 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 across the US, 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 teams 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 will report to the Global Head of Physical Retail.  This position is a key member of the global Wayfair Physical Retail leadership 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.
• Develop leadership talent and consistently export high caliber leaders outside of their home district and into home office positions.
• Manage a team of store leaders, including setting goals, relaying expectations, 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.  
• 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 managers, regional leaders, and corporate stakeholders.
• Addresses problems that are up or down-stream to their sphere of immediate influence. Proactively helps and tackles challenges outside of their direct control. Formulates and solves complex high-visibility problems and pattern recognition.
• Consistently finds ways to attain desired results and holds the team accountable to do the same.
• 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: