This month, Questrom School of Business welcomed Paul Toms (CAS, ECON’06), Chief Marketing Officer of Wayfair, to share his insights on scaling a business, navigating diverse roles within an organization, and the critical role self-awareness plays in career success.
Before stepping into his role as Wayfair’s CMO, Paul held several pivotal leadership positions at the company, including Chief People Officer and Vice President of Marketplace. During his talk, Paul highlighted the growing significance of maintaining both an in-person and digital presence, citing Wayfair’s recent launch of its first large-format store in Chicago as a prime example. He shared valuable insights into the challenges facing the housing market, emphasizing Wayfair’s ability to adapt. In particular, he highlighted the company’s innovative, location-based stores with flexible layouts, which have significantly enhanced the customer return experience.
Paul further discussed the increasing importance of brand loyalty, noting that consumer allegiance to Wayfair is increasingly measured by the company’s ability to serve as the starting point for shoppers’ journeys, ensuring retention through high-quality products and exceptional service. Wayfair is transforming the concept of home, positioning it as a vibrant, trend-setting category that celebrates personal expression and all types of styles. Paul also addressed the transformative role of technology in today’s workplace, explaining how Wayfair empowers its employees to leverage technology in various capacities to drive innovation and efficiency.
At the Insights@Questrom Live Event, Paul underscored the power of a strong, growth-oriented mindset, sharing how it can help individuals stand out in their role, even without the deepest experience or the most credentials in a field. He stressed the value of rapid experimentation and continuous learning, noting that success often emerges through trial and error. Paul shared his powerful philosophy of “fail fast, move forward,” emphasizing the importance of learning from missteps, letting go of the need for justification, and focusing on what’s next. As he put it, “You can’t be nostalgic for what got you where you are.” While not every initiative will be flawless, each step forward contributes to personal and professional growth. Paul encouraged the audience to embrace every opportunity to take the next smartest step toward their goals, fostering momentum and achieving success. Paul Toms demonstrated remarkable flexibility, creativity, and an unwavering focus on achieving excellence in marketing.
