Marketing Manager B2B Customer Communications

B2B Customer Communications Marketing Manager, Wayfair Professional

Who We Are:

Wayfair Professional is the B2B arm of Wayfair.com, catering to businesses of all sizes across industries such as interior design, property management, office spaces, and more. We provide businesses with tailored solutions, personalized experiences, and dedicated support to help them find the perfect products for their spaces. Our Customer Communications team plays a crucial role in driving customer engagement, retention, and lifetime value through personalized and targeted messaging across multiple channels.

What You’ll Do:

As the Customer Communications Marketing Manager, you will own the development, execution, and optimization of customer communications across multiple marketing channels, including Triggered and Batch Email, Direct Mail, Triggered and Batch Push, and SMS. You will be responsible for leading a team to drive engagement, revenue, and customer satisfaction by delivering personalized, data-driven messaging strategies. You will collaborate with cross-functional teams, including Sales, Brand Marketing, Product, Engineering, Data Science, ABM, and Creative, to build and scale best-in-class marketing campaigns.

• Develop and execute multi-channel marketing strategies to engage Wayfair Professional customers across email, push, SMS, and direct mail.
• Own end-to-end campaign management for triggered and batch communications, from ideation and targeting to execution and performance analysis.
• Utilize segmentation and behavioral data to create personalized messaging that drives engagement, conversions, and retention.
• Optimize lifecycle marketing campaigns by implementing A/B tests, analyzing customer and business behavior, and iterating on messaging, content, and targeting strategies.
• Partner with Data Science and Analytics teams to measure performance, identify trends, and inform future marketing decisions.
• Leverage automation and dynamic content capabilities to enhance the efficiency and scalability of customer communications.
• Collaborate with Creative, Product, and Engineering teams to improve messaging templates, ensure brand consistency, and enhance the customer experience.
• Stay ahead of industry trends and best practices in customer engagement, marketing automation, and data-driven personalization to continuously enhance campaign effectiveness

What You’ll Need

• 3-5 years of experience in CRM, lifecycle marketing, or multi-channel customer communications, preferably in a B2B or e-commerce environment.
• Strong understanding of email marketing, push notifications, SMS, and direct mail strategies, with experience leveraging data to drive personalization.
• Ability to pull, transform, and analyze data with SQL. Has advanced knowledge of spreadsheet capabilities (Excel, Google Sheets), for automation, analysis, and data visualization.
• Experience with marketing automation platforms (e.g., Braze, Salesforce Marketing Cloud, Iterable, or similar tools)
• Analytical mindset with the ability to interpret data, measure campaign effectiveness, and make data-driven decisions.
• Strong project management skills with the ability to manage multiple campaigns and priorities in a fast-paced environment.
• Excellent communication and collaboration skills, with experience working cross-functionally with creative, product, and technical teams.
• Knowledge of A/B testing, segmentation, and customer lifecycle marketing best practices.
• Passion for improving customer experiences through targeted and thoughtful marketing communications.
• Experience leading/managing teams is preferred

This is a hybrid position located in our Boston office. M-TH are in office, Friday's are remote.