Wayfair Careers

Associate Director, CRM

Berlin, Germany

Job Description

The CRM Associate Director will be responsible for driving long-term customer marketing experience across a range of retention channels, to increase customer satisfaction, loyalty, and long-term repeat. The AD will be responsible for solving complex business challenges, partnering closely with Data Science to identify customer triggers of lapsing, frequent repeat, or negative experience. Working across marketing channels, Product, CM, and Loyalty team, the AD will then design, execute, and measure strategies to address these customer journeys. This role will also be responsible for the EU Trust and Loyalty team, a team focused on building trust in new brands and increasing loyalty as a brand becomes known, which will keep scaling as the EU business expands. This is an exciting, high visibility role for a driven individual with strong relationship-building ability, communication and analytical skills


  • Define KPIs and determine measurement for different CRM campaigns and establish stretch goals for 3-6-12 month time windows
  • Build a holistic view of customer experience end-to-end, identify customer pain points, and recommend solutions
  • Partner closely with Data Science to analyze multi-variable customer clickstream data as tied back to long-term customer lifestage
  • Define, pilot, and rapidly iterate initiatives, with an understanding and strategic view of all internal/external variables to retain and delight our customers
  • Relentlessly drive growth through innovative strategies and meticulous execution to drive step change improvements in performance
  • Institute rigorous test-and-learn methodology to achieve desired results
  • Develop talent within the organization, mentoring/developing team
  • Become an expert on our customers



  • Multi-year track record of success driving significant results
  • Experienced Consultant/Principal looking to make the move to Internet commerce leader; or experienced GM or eCommerce leader; or senior data scientist looking to shift to more operational role
  • Ability to communicate effectively to senior and executive management; exceptionally strong written and verbal communication skills that can be tailored to internal partners
  • Seasoned in managing timelines, delivery, dependencies, communication across teams
  • Comfortable in a data-driven business environment and able to pivot readily based on real-time data
  • Excellent interpersonal and team building skills including experience managing high-performing teams
  • Ability to multi-task and work well within a dynamic, fast-paced organization
  • Positive, people-oriented, and energetic attitude
  • Familiarity with Excel, SQL, and Test and Learn practices a plus
  • BA with strong academic record (strong preference for quantitative backgrounds: mathematics, economics, etc.); top MBA preferred or masters of science
Requisition ID: 27206