Customer Engagement Manager Jobs in Massachusetts

This position is a hybrid in-office role that works out of our Boston HQ (Monday-Thursday will be working in office and Friday is work from home). This is not a virtual / remote position.

At this time, Wayfair will not sponsor applicants for this position for the following work visas: F1-OPT, STEM OPT EAD, H-1B, H-1B1, E-3, O-1, J-1, or TN.

The Role

Perigold is looking for a strategic, highly entrepreneurial marketing leader to own customer engagement across our key owned commercial experiences, including Perigold.com, physical retail, loyalty, and promotions.

This role sits at the intersection of customer experience brand, analytics, and execution. The ideal candidate is equally comfortable setting strategy and rolling up their sleeves to move the business forward. They will develop a clear point of view on how customers experience Perigold across channels, identify opportunities to improve that experience, and translate those opportunities into prioritized roadmaps, tests, and measurable business results.

As part of a lean team operating within the broader Wayfair organization, this leader must thrive in ambiguity, proactively identify what the business needs, and influence cross-functional teams to make it happen.

What You'll Own

Omnichannel Customer Experience

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Own the marketing vision and roadmap for the Perigold customer journey across site and physical retail, ensuring experiences are cohesive, differentiated, and reflective of the Perigold brand.
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Identify customer friction points and business opportunities and proactively develop recommendations to address them.
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Connect insights across digital and physical experiences to continually improve how customers discover, engage with, and shop Perigold.

Perigold.com

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Lead the marketing strategy and ongoing optimization of the Perigold site experience in partnership with Product, Engineering, Merchandising, Creative, and Analytics.
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Establish a prioritized site roadmap informed by customer behavior, business performance, and brand objectives.
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Build a disciplined testing and learning agenda to improve engagement, conversion, navigation, content, and customer experience.
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Ensure strong day-to-day site operations, programming, QA, and issue resolution through the team while maintaining focus on longer-term optimization.
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Establish clear reporting and dashboards that translate site performance into insights, recommendations, and actions.
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Partner with the broader Wayfair loyalty organization to lead the Perigold expression and activation of the loyalty program.

Physical Retail

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Lead the marketing strategy for Perigold stores, connecting national brand strategy with the needs of individual markets.
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Develop scalable playbooks for store openings, ongoing traffic generation, events, local partnerships, and customer engagement.
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Establish clear measurement frameworks and continually incorporate learnings into future plans.
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Partner closely with Retail leadership and store teams while bringing a strong marketing point of view to the business.

Promotions & Commercial Moments

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Oversee the customer-facing execution of Perigold's promotional calendar, ensuring promotional experiences are competitive, clear, operationally strong, and consistent with the brand.
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Partner with commercial and channel teams, as well as the broader Wayfair organization to capitalize on key moments as well as understand performance, capture learnings, and continuously improve future promotional moments.

Team Leadership

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Lead and develop a team of three responsible for the execution and optimization of Perigold's customer experiences.
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Establish clear roles, priorities, goals, and accountability across the team.
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Delegate effectively while maintaining appropriate visibility into execution and outcomes.
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Coach team members to move beyond task execution toward stronger analytical thinking and independent ownership.
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Create operating systems that allow the team to execute efficiently while enabling the Senior Manager to remain focused on strategy, optimization, and business leadership.

What Success Looks Like

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Perigold has a clear, prioritized omnichannel customer experience roadmap.
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Site and retail decisions are increasingly driven by customer data, testing, and measurable insights.
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Customer friction and business opportunities are identified proactively rather than reactively.
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Loyalty is meaningfully integrated across Perigold's customer experience.
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Retail marketing becomes increasingly scalable through clear playbooks, measurement, and learning.
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Cross-functional stakeholders understand priorities, decisions, owners, and next steps.
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The team operates with clear accountability and increasing independence.
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Senior leadership receives recommendations and solutions—not simply status updates.
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The leader consistently demonstrates urgency, curiosity, and personal ownership of Perigold's business performance.

What You'll Bring

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Significant experience in consumer marketing, customer experience, ecommerce, omnichannel marketing, retail marketing, or a related field.
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Demonstrated experience owning a business, customer journey, or meaningful cross-functional marketing function.
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Strong strategic and analytical thinking with the ability to translate data into clear business recommendations.
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Experience developing roadmaps, testing agendas, measurement frameworks, and scalable operating processes.
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Strong understanding of ecommerce and digital customer journeys; direct programming or technical expertise is not required.
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Experience working cross-functionally with Product, Engineering, Creative, Analytics, Merchandising, CRM, and/or Retail teams.
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Strong executive communication and stakeholder management skills.
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Demonstrated people leadership and ability to develop high-performing teams.
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Comfort operating in ambiguity and creating structure where it does not yet exist.
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An entrepreneurial mindset and genuine passion for understanding and driving business performance.
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Strong appreciation for premium or luxury customer experiences and the ability to protect brand standards while driving commercial outcomes.

Benefits & Perks - US

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Full health benefits available (Medical, Dental, Vision, HSA/FSA) on day one for eligible employees.
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No-cost access to 2nd.MD, a virtual expert medical consultation and navigation service.
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Global Traveler Health Insurance through GeoBlue.
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24/7 access to mental, financial, physical and emotional wellbeing support, plus an enhanced offering of therapy and coaching.
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Automatic enrollment into Basic Life and Accidental Death & Disability Insurance.
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401(k) matching with immediate vesting.
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Paid Parental Leave, Surrogacy & Adoption Reimbursement and Caregiver Services.
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Tuition Reimbursement.
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Wayfair Employee Discount.
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Gym/Fitness Discounts (Wellhub and varying regional memberships).
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Exclusive access to thousands of perks & discounts through BenefitHub.
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Yearly match up to $500 for personal donations made by employees to registered 501(c)(3) nonprofits.