Senior Associate, Wayfair Credit Cards

The Fintech & Loyalty (F&L) organization builds and manages the foundational systems, financial products, and fraud detection and prevention services that provide customers with a secure, seamless, and rewarding payment experience.  F&L partners with 30+ organizations worldwide to provide a robust selection of gifting, paying, and financing options, to securely process $12B+ in annual transaction volume, and to detect, prevent, and mitigate fraud.  

Within F&L, the commercial team is responsible for:

Delivering profitable growth of F&L's portfolio of payment products (e.g., loyalty credit cards, Wayfair Financing marketplace, gift cards).

• Setting business strategy, influencing prioritization and resourcing decisions
• Actively managing partnerships to maintain strategic alignment, tightly monitoring contractual SLAs and business performance  
• Driving product adoption and usage through year-round, multi-channel marketing initiatives both on and off Wayfair
• Negotiating favorable program economics with our partners to ensure as our programs grow, we deliver incremental value to Wayfair.  

Lowering Wayfair's total cost of payments. 

• Actively managing our payment processing relationships 
• Tightly monitoring invoices for accuracy, proactively engaging partners to identify cost reduction opportunities 
• Optimizing the mix of payment methods used at checkout

Protecting customers and Wayfair from bad actors throughout the customer journey.  

• Managing partnerships to increase approval rates and drive fraud out of the system
• Building in-house services and capabilities to detect, prevent, and mitigate fraud

Key Responsibilities:

• Manage and optimize a customer feedback process that tells us how much people like us and how we can improve.
• Lead our team’s understanding of what our customers most want, and work cross-functionally with our Storefront and banking partners to prioritize and scope the best ways to improve our customer experience. Ensure initiatives on our roadmap are launched on time, are of a high quality, and meet the key metric targets. 
• Own compliance roadmap in partnership with the bank, establishing regular communications to ensure we are aware of all upcoming required changes. Set and own timelines, and identify and communicate to impacted teams to implement changes. 
• Oversee the day-to-day operating needs in collaboration with internal and external stakeholders to support sales channels (call center, physical retail). Stakeholders include legal, compliance, product and analytics. 
• Support Wayfair and Citi run acquisition and retention campaigns across channels (direct mail, email, on-site). 

Preferred Experience:

• 2+ years of experience, ideally in marketing, management consulting, business strategy, startup/tech, and/or finance
• Strong 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
• Ability to effectively collaborate with cross functional stakeholders to drive results
• Excellent critical thinking and  problem solving skills and comfort getting deep into the data; experience building a strategy based on data-driven insights
• Ability to handle multiple priorities, learn quickly, and thrive in a fast-paced environment
• Ability to independently own and execute on solutions to complex problems
• “Get stuff done” attitude – willingness to roll up your sleeves and engage deeply with analysts and managers, across multiple teams and agendas, to accomplish what needs to be done

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.

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