Senior Manager, Customer NPS & Happiness

ONSITE - Boston, MA (Monday - Thursday in office)

Wayfair Professional’s North American Business to Business (“B2B”) and Global Sales team is seeking a collaborative,  analytical-oriented thought leader to help drive Wayfair’s B2B and Sales agenda. The role will lead the B2B and Sales NPS & Happiness team that will help monitor and derive insights from B2B and Sales customers to drive high impact improvements for our customers. We serve our B2B customers via a ‘gated’ site experience that is tailored based on a given customer’s vertical (e.g., Commercial Office, Interior Design, Contractor).  We serve higher-value customers (both B2B and B2C) sales support. Sales teams establish relationships with purchasing decision-makers, educate customers about Wayfair’s assortment, services, and capabilities, and proactively reach out to intercept emerging needs to help them complete their orders and projects.

We seek a motivated leader who will partner with stakeholders across the customer journey team and B2B & Global Sales STO to understand customer sentiment, key drivers, and identify opportunities to improve the customer experience and drive increased revenue. The role will report to the head of Journey Experience Design & Improvement (L6), and will partner directly with stakeholders across Sales, Sales Enablement, Tech, Marketing, Storefront, Merch, and others to identify and execute on improvements. This includes standing up ongoing reporting to diagnose changes in customer-felt trends, collecting qualitative input across social media, in-person customer forums and research panels, and conducting deep dives on sales interactions and storefront funnel behavior. As trends and opportunities are identified, you will proactively partner with cross-functional teams to prioritize improvements and ensure follow-through on execution. 

What you'll do:

• Partner with Customer Journey leaders to:
• Deeply understand customer sentiment and key drivers, nuanced by customer segment, channel, journey, etc.
• Develop action plans to address drivers of negative customer sentiment and/or accelerate positive trends, driving buy-in from relevant teams that will drive the change
• Create mid- and long-term roadmaps to improve how we continuously monitor customer sentiment and associated drivers. Build repeatable model to ensure that  stakeholders have a greater appreciation of ongoing trends and findings. 
• Evangelize impact of actioning on findings with rest of Wayfair to create feedback loop where those teams increasingly rely on our findings as input for their roadmaps, action plans, etc.
• Manage team of 4-5 NPS and Happiness Analysts and Associates to:
• Ensure we closely track and continuously understand customer sentiment across a range of touchpoints (e.g., Sales interactions, Storefront funnel, social media posting, in-person customer panels)
• Provide targeted customer NPS and happiness feedback to relevant stakeholder groups, focusing on actionable findings and recommendations based on trends
• Prepare initial value at stake estimates to increase buy-in on findings from cross-functional stakeholder teams that require more convincing to prioritize appropriately
• Assist in scoping project initiatives, ensuring project management operational excellence from problem definition through execution
• Coordinate with cross-functional teams of B2B Enablement and Tech Resources to:
• Incorporate new data signals to improve how we identify and monitor sentiment of B2B and Sales customers (e.g,. Generative AI-derived contact insights)
• Primary evaluation criteria for this role will be: 
• How well are we monitoring and acting upon findings / trends related to customer sentiment? How well-reasoned are opportunities identified, associated problem statements, and proposed improvements? How is quality of execution and coordination with cross-functional partners in Analytics, Tech, Sales, Storefront)?
• What improvements to the customer experience are directly tied to findings / trends surfaced by the NPS and Happiness team? 

What you'll need:

• 5+ years of experience in product management, strategy & operations, consulting, or similar roles focused on improving customer experience
• Communication: Ability to understand and empathize with diverse stakeholders across functions, and tailor messaging / communication appropriately; ability to create consistent messaging about complex projects, flexing to audience needs but creating cohesion on the objective and guiding principles
• Strategic thinking / problem solving: Ability to break down complex, ambiguous problems into logical objectives, translating needs into discrete, actionable steps for partner teams to execute