Senior Manager, Customer Experience & Retention

Away • New York, NY

11d • $135,000 - $145,000 • Hybrid

About The Position

We are hiring a Sr. Manager, Customer Experience & Retention to join our CX team. This position reports to the VP, Customer Strategy & Experience and takes Away further by translating multi-channel customer sentiment into high-impact retention strategies across every phase of the customer journey. You will bridge data and creative execution, scaling signature programs like Surprise & Delight and VIP personalization while partnering cross-functionally across retail, social, and service to eliminate customer friction and build lasting brand loyalty.

Requirements

• A minimum of 7 years of experience in Customer Experience, high-end retail, and building CRM or retention programs, including experience preparing and presenting materials to leadership and across the company at all levels
• A proven track record managing a consumer insights program
• Strategic - you'll help establish and drive our customer experience roadmap, connecting stakeholders across different business units
• Deep experience shaping strategy within a multi-channel environment, with a strong point of view on how CRM, clienteling, and retention blend into the shopping experience
• Past experience owning the experiential side of the customer relationship - what it feels like beyond support - designing and running programs that build loyalty, create community moments, and connect CX to the Retention Marketing and Brand teams
• Creative and innovative; you love to build great new things that are fresh and unique while staying on brand
• Agile, and motivated by a fast-paced and ever changing environment

Nice To Haves

• Passionate about transforming travel for all

Responsibilities

• Lead Away’s Voice of Customer (VoC) program to aggregate feedback across key customer touchpoints, partnering with Engineering to define functional requirements for existing tooling and new capabilities
• Diagnose root-cause drivers of customer delight and dissatisfaction across key touchpoints, delivering data-backed intelligence that guides continuous experience improvements across the organization
• Map and optimize key touchpoints across the customer journey, synthesizing insights to recommend high-impact investment opportunities for the business
• Build and manage a team to execute customer experience strategies and operational roadmaps in alignment with department goals
• Own NPS as the North Star metric, supported by CSAT, LTV, warranty resolution speed, and customer growth - diving into data to identify what drives dissatisfaction and which levers to invest in for satisfaction
• Develop data-driven perspectives on key customer experience differentiators, proposing and testing innovative retention programs that elevate brand loyalty
• Serve as a strategic partner to internal teams by socializing critical customer insights, helping non-CX functions identify unaddressed customer pain points and co-create effective solutions
• Partner with our retail stores and Learning & Development team to further clienteling capabilities, identifying friction points for customers and associates, while reporting on the impact of these initiatives and the one-to-one experience we're building in-store and digitally
• Design and evolve key retention initiatives—including Surprise & Delight programs and VIP personalization frameworks—partnering with Brand to establish audience segments, data collection protocols, and commercial targets

Benefits

• Health insurance offerings
• 401(k) (with a company match!)
• Paid time off programs (vacation, wellbeing, holidays, summer Fridays, and compassion leave)
• Discount codes, product stipends, and giveaways
• Company-sponsored volunteer and charitable opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed