Associate, Retail Sales Floor Operations

This position will be located onsite in our Boston office. The employee will be expected to be in the office Mon-Thurs.

Wayfair’s Physical Retail Team is seeking an Associate of Retail Sales Floor Operations to support Wayfair’s physical retail growth and long term support. The Associate of Retail Sales Floor Operations will be a part of the Store Operations team that will help craft the Wayfair customer experience playbook to stand up and scale stores across North America.

The Associate of Retail Sales Floor Operations will work with the Senior Manager of Customer Experience to support selling behaviors that lead to increased revenue for both our large format stores and smaller specialty brands locations.

This role will work cross-functionally across the organization both with home office partners, store field support, and store teams to maintain operational execution strategies, provide training and ongoing communication with the stores teams for the supported programs.

This role is based in Boston and reports to the Senior Manager of Customer Experience, who is seeking a highly motivated, forward thinking, detail oriented collaborator who will drive execution and delivery of the customer and associate experience. As the retail portfolio grows you should expect to support an increasing number of physical retail stores, experience offerings and needs.

What you’ll do:

• Drive the business through selling behaviors within the portfolio of physical retail stores
• Develop & maintain effective training that enhances the customer experience and positively impacts sales growth and operational skills.
• Support project initiatives by building materials, creating a rollout timeline, following up on adoption and tracking milestones.
• Gather best practices from competitor analysis to improve our in store offerings
• Share insights from the field to support the development of long term business strategies
• Work cross functionally in partnership along with Senior Manager with internal partners of sales channels to effectively align on the ideal customer in store experience, particular focus on specialized sales categories
• Analyze NPS and customer sentiment to develop plans for improvement
• Maintain store KPIs for Sales Floor experience touch points (ie YoY sales, customer acquisition, conversion, etc)
• Support attachment service business to drive additional revenue

What you’ll need:

• 3+ years physical retail experience required, with strong retail operations and selling knowledge preferred.
• Experience with coaching and training to drive sales
• Preferred experience with an omni channel sales process
• Excellent communication skills, with demonstrated ability to launch initiatives
• Ability to motivate and educate store leaders in order to drive results by building and maintaining strong relationships
• Ability to execute strategy and provide feedback to bring best in class experience to life
• Thrives in a high-growth, ambiguous environment with competing priorities