Customer Communications Manager – Email & Push Marketing

We are seeking an experienced Customer Communications Manager (L3) to lead and scale our Email and Push Marketing programs. This role is ideal for a strategic, data-driven leader with 5+ years of experience in CRM, Lifecycle Marketing, or Customer Communications. You will be responsible for developing, executing, and optimizing large-scale, personalized messaging strategies that drive customer engagement, retention, and revenue.

As the leader of the Email and Push Marketing team, you will oversee the full-funnel CRM strategy for both B2C and B2B segments, collaborating closely with key stakeholders across Creative, Promotions, Data Science, Martech, and Engineering to enhance the effectiveness of our messaging programs.

What You’ll Do

• Lead the strategic vision and execution of Email and Push marketing programs, driving customer engagement, retention, and revenue growth.
• Manage and mentor a team of analysts and specialists, fostering a high-performance culture.
• Oversee and refine customer segmentation, personalization, and automation strategies to maximize lifecycle engagement.
• Own and optimize A/B testing roadmaps for subject lines, creative, send times, and messaging strategies.
• Partner with Martech and Data Science to enhance targeting, predictive modeling, and automation capabilities.
• Drive adoption of AI-driven personalization, advanced trigger-based messaging, and lifecycle automation.
• Develop robust measurement frameworks, ensuring data-driven decision-making and clear ROI tracking.
• Stay ahead of privacy regulations (GDPR, iOS updates, email deliverability best practices) and implement compliance strategies.
• Collaborate with Brand and Creative teams to enhance content, ensuring relevance and alignment with customer needs.
• Work closely with Engineering and Martech to evolve our CRM tech stack, ensuring best-in-class execution and scalability.

What You’ll Need

• 5+ years of experience in CRM, Lifecycle Marketing, Email Marketing, or Customer Communications, ideally in a retail or eCommerce environment.
• Proven experience managing large-scale, data-driven email and push marketing programs.
• Strong technical and analytical skills, with expertise in SQL, Python, R, Looker, Tableau, and Excel.
• Deep understanding of customer segmentation, retention strategies, and behavioral targeting.
• Experience working with ESP (Email Service Providers) and Mobile Marketing Automation platforms.
• Familiarity with AI-driven personalization, automation, and predictive modeling.
• Strong commercial mindset, with the ability to translate data into action and maximize ROI.
• Expertise in the evolving privacy and measurement landscape, including GDPR compliance, iOS updates, and first-party data activation.
• Exceptional stakeholder management skills, with experience influencing cross-functional teams and senior leadership.
• Highly adaptable, detail-oriented, and thrives in a fast-paced, high-growth environment.
• Bachelor's degree in Marketing, Business, Data Analytics, or related field (Master’s preferred).

Why Join Us?

• Competitive salary & performance-based incentives.
• Opportunity to lead and shape a high-impact Customer Communications strategy.
• Access to learning & development programs, including financial support for training.
• A dynamic, collaborative work environment with strong career growth opportunities.

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.