Retail Engagement Associate

Wayfair Retail Engagement Team Member

As a member of the retail engagement team at Wayfair, you are more than a salesperson, you are a passionate home expert who helps customers discover the right products to bring their spaces to life. You create an engaging, inspiring in-store experience centered around our assortment, guiding customers through key purchase decisions with confidence and enthusiasm.

You combine a genuine passion for home design with strong product knowledge and a results-driven mindset to actively sell across categories. Whether helping a customer find the perfect sofa, build out a room, or complete the finishing touches, you focus on connecting their needs to the right solutions. Through thoughtful conversations and proactive selling, you turn inspiration into action - ensuring every purchase fits their space, style, and budget.

You leverage digital tools, visual displays, and your expertise to drive both individual sales and overall store performance. In doing so, you not only deliver exceptional service but also contribute to building long-term customer relationships and establishing Wayfair as a trusted destination for home solutions.

Wayfairs retail business is in an exciting phase of growth, with new store openings and an evolving in-store experience that brings our digital-first brand to life. This role offers a unique opportunity to be part of building something new and shaping how customers shop for home in a physical environment. Our team plays a critical role in defining what great looks like as we scale, making this an ideal opportunity for those who are energized by selling, passionate about home, and motivated to grow in a dynamic, fast-paced setting.

Ask Yourself: Does This Sound Like Me?

I genuinely enjoy being around customers and creating positive, memorable interactions. I bring energy to every conversation and make them feel welcome, comfortable, and excited to explore their home ideas.

I Help Customers Turn Overwhelming Home Decisions Into Clear, Confident Choices

I start by asking the right questions and truly listening, so I understand not just what they need, but how they live.

I Simplify The Complex, Breaking Down Options, Trade-Offs, And Details Into Practical, Easy Decisions

And if I dont have the answer, I take ownership and find it quickly.

I Focus On Whats Right For The Customer, Connecting Products Across Categories To Create Solutions That Feel Complete And Intentional

I am confident to ask for the sale.

I Stay Hands-On And Proactive From Start To Finish, Using Every Tool Available To Move Things Forward

My goal is simple: every customer leaves feeling confident, cared for, and inspired to come back.

Key Metrics

Retail Engagement Associate - Sales Per Hour Goal: $320 Protection Attachment: 10% Assembly Attachment: 10%

Retail Engagement Specialist - Sales Per Hour Goal: $400 Protection Attachment: 10% Assembly Attachment: 10%

Retail Engagement Senior Specialist - Sales Per Hour Goal: $400 Protection Attachment: 10% Assembly Attachment: 10% Responsible for assisting to onboard new associates.

Key Responsibilities

Customer Engagement & Sales

• Lead with Connection: Build authentic relationships by asking thoughtful questions to understand each customers needs, preferences, and project goals.
• Guide the Journey: Support customers through the full shopping experiencefrom inspiration to purchasereducing friction and creating clarity.
• Always Be Selling (ABS): Approach every interaction as an opportunity to drive sales through personalized recommendations, quote building, and closing the sale.
• Rapport Building & Follow-Through: Build trust that extends beyond a single transaction, supporting customers across their entire home project.

Product Expertise & Solutions

• Deliver Cross-Category Expertise: Provide guidance across both high-consideration products (e.g., mattresses, vanities, flooring) and everyday home items.
• Translate Complexity into Clarity: Explain features such as durability, sizing, materials, and maintenance in practical, customer-friendly terms.
• Think in Solutions, Not Items: Connect products across categories to create cohesive, functional solutions tailored to the customers space.

Digital & Ecosystem Utilization

• Leverage Endless Aisle: Use Wayfairs digital tools, POS systems, and app to access the full catalog beyond whats on the floor.
• Build & Compare Options: Create quotes, research alternatives, and help customers evaluate trade-offs to make confident decisions.
• Take Initiative to Find Answers: Partner with teammates and utilize resources to solve customer needs when solutions are not immediately available.

Operational Excellence

• Support Store Operations: Assist with carry-outs, curbside pickup, returns, cancellations, and merchandising tasks.
• Maintain an Inspiring Environment: Ensure the store remains clean, organized, and visually compelling for customers.
• Contribute to Team Success: Support full store recovery, replenishment, floor sets, and back-of-house operations while sharing ideas to improve performance.

Success Profile & Qualifications

• Empathetic Problem Solver: Recognizes when customers feel overwhelmed and responds with patience and clarity.
• Action-Oriented Partner: Takes initiativephysically and digitallyto help customers move forward.
• Trusted Advisor: Acts in the customers best interest, ensuring long-term satisfactionnot just immediate sales.
• Outgoing & Engaging: Brings positive energy and creates a welcoming, approachable environment.
• Consultative Selling: Ability to guide customers through complex decisions with confidence and empathy.
• Solutions-Oriented Mindset: Proactively seeks answers, alternatives, and the best outcome for the customer.
• Digital Fluency: Comfortable navigating multiple systems simultaneously to enhance the customer experience.
• Analytical Thinking: Able to compare options, manage quotes, and simplify decision-making.
• Cross-Category Knowledge: Builds expertise across a wide range of home products and applications.

This job description is intended to outline the general responsibilities and qualifications of the role. Duties, responsibilities, and activities may change or be assigned at any time with or without notice. The essential functions of this job must be performed with or without reasonable accommodation.

Minimum Requirements Necessary to Perform Essential Functions

Below sets out the minimum requirements required to perform the essential functions listed above, with or without reasonable accommodation.

Requirement - Yes/No/Maximum/Size - Frequency

Supervisory Requirements - Supervisory Requirements - Supervisory Requirements

Supervisory Responsibility - No - N/A

Supervisory Size - N/A

Work Environment - Work Environment - Work Environment

Work near moving mechanical parts - No - Minimal

Work in high, precarious places - No - Minimal

Physical/Mental Requirements - Physical/Mental Requirements - Physical/Mental Requirements

Standing - Full Day(Frequent standing, walking) - Frequent

Lifting - up to 50 lbs(Ability to lift independently) - Regular Basis

Educational/Qualification Requirements - Educational/Qualification Requirements - Educational/Qualification Requirements

Experience - 1+ year of experience in retail sales or customer-facing roles

Language Skill Requirements - Language Skill Requirements - Language Skill Requirements

Can read and understand englishStrong communication and relationship-building skills

Reasoning Skill Requirements - Reasoning Skill Requirements - Reasoning Skill Requirements

Core sales instincts

Time management and multitasking ability

Technical proficiency (mobile devices, POS systems)

Schedule Flexibility (expected to work nights, weekends, and holidays)

Assistance for Individuals with DisabilitiesWayfair 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 us know by completing our Accomodations for Applicants form.

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