Head of Retail and Enablement

Wayfair is rapidly expanding its fleet of stores, and we need a strategic leader to ensure our store teams don't just "operate," but thrive. As the Associate Director of Retail Experience and Enablement, you are the bridge between corporate vision and storefront reality.

You will lead the strategy, design, and execution of all in-store experience elements for both customers and employees of our stores. From a customer experience standpoint, this means owning the full in-store experience—working with customer feedback and insights to design the in-store elements to ensure customers have an effortless and memorable experience every time they visit. From an employee perspective, this means ensuring that employees and managers have the tools, knowledge, and coaching necessary to deliver a world-class customer experience.

• Retail Experience Strategy:
  Define and execute a multi-year roadmap that aligns with retail growth goals, acting as the primary bridge between corporate vision and storefront reality.
• Customer Journey Ownership:
  Own the full end-to-end in-store customer experience, designing elements that ensure every visit is effortless and memorable.
• Insight-Driven Design:
  Leverage customer feedback and performance insights to iterate on in-store experience elements and optimize the customer journey.
• Employee Enablement &
  
  Coaching:
  
  Ensure managers and employees possess the tools, knowledge, and coaching necessary to deliver world-class service.
• Program Design & Delivery:
  Oversee the creation of high-impact learning content, ranging from product knowledge and operational excellence to leadership development.
• Strategic Needs Assessment:
  Proactively identify skill gaps and performance opportunities within store teams through data analysis and field partnership.
• Storefront Operational Success:
  Lead the strategy and execution of all in-store experience elements to move store teams beyond basic operation toward thriving performance.
• Cross-Functional Partnership:
  Act as a critical liaison between HR, Retail Leadership, and Corporate Operations to ensure initiatives are integrated and scalable.
• Team Leadership:
  Lead and mentor a team of enablement and experience professionals, fostering a culture of innovation and continuous improvement.
• Impact Evaluation:
  Establish KPIs to measure the effectiveness of programs, using feedback and data to optimize both customer and employee outcomes.

• Strategic Roadmap
  
  Experience:
  
  Proven ability to build and execute multi-year experience and enablement strategies that align with broader retail growth goals.
• CX & Journey Mapping:
  Expertise in designing end-to-end customer journeys and using customer feedback/insights to iterate on in-store experience elements.
• Enablement Expertise:
  Deep experience in identifying performance gaps and designing scalable tools, coaching programs, and learning content for a diverse retail workforce.
• Field Partnership: A strong track record of partnering with store teams to translate corporate vision into practical, storefront reality.
• Leadership & Mentorship:
  Experience leading a team of professionals, fostering a culture of innovation and continuous improvement.
• Data-Driven Decision Making:
  Ability to define and track KPIs that measure the effectiveness of both customer experience initiatives and employee enablement programs.
• Cross-Functional Influence:
  Skill in acting as a critical liaison between HR, Retail Leadership, and Corporate Operations to ensure seamless program integration.
• Operational Excellence: A mindset focused on moving store teams beyond basic task execution toward high-performance, thriving environments.

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…