Senior Manager, Customer Experience & Retention

Away; New York (NY); On-site; USD 135,000 - 145,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Generous PTO

Employee discounts

Job summary

Away seeks a Sr. Manager, Customer Experience & Retention to lead our CX strategy from the Soho NYC office. You will translate multi-channel feedback into high-impact retention programs and partner with Retail, Brand, and Learning to reduce friction and build loyalty.

You will own VoC, NPS as the North Star, and develop data-driven insights to guide experience improvements. This role reports to the VP, Customer Strategy & Experience and drives cross-functional initiatives.

Qualifications

• 7+ years of experience in Customer Experience, high-end retail, and building CRM or retention programs.
• Experience preparing and presenting materials to leadership and across the company at all levels.
• Strategic mindset to drive our customer experience roadmap across multiple channels.

Responsibilities

• Lead VoC program and define tooling requirements.
• Diagnose drivers of delight and dissatisfaction with data-backed insights.
• Map and optimize touchpoints across the customer journey.
• Build and manage a CX team aligned with department goals.
• Own NPS as the North Star metric with CSAT, LTV, and warranty metrics.
• Develop data-driven retention programs that elevate brand loyalty.
• Partner with internal teams to surface customer pain points and co-create solutions.
• Collaborate with retail stores and Learning & Development to enhance clienteling and in-store experience.
• Design retention initiatives with audience segmentation and commercial targets.

Skills

VoC leadership

CRM programs

Retention strategies

Data-driven decisions

Cross-functional collaboration

Leadership experience

Education

7+ years in CX/CRM

Job description

About Away

We believe travel makes us better. Launched in 2016 with one perfectly designed carry-on, we now offer a range of luggage and travel essentials for every journey. Together we create, innovate, and embark on this journey as a community of travelers, helping to make travel more seamless for everyone.

Join The Crew

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.

What you'll do as the Senior Manager of Customer Experience & Retention

• You'll 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

• You'll diagnose root-cause drivers of customer delight and dissatisfaction across key touchpoints, delivering data-backed intelligence that guides continuous experience improvements across the organization

• You'll map and optimize key touchpoints across the customer journey, synthesizing insights to recommend high-impact investment opportunities for the business

• You'll build and manage a team to execute customer experience strategies and operational roadmaps in alignment with department goals

• You'll 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

• You'll develop data-driven perspectives on key customer experience differentiators, proposing and testing innovative retention programs that elevate brand loyalty

• You'll 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

• You'll 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

• You'll 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

Who you are

• You have 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

• You have a proven track record managing a consumer insights program

• You're strategic - you'll help establish and drive our customer experience roadmap, connecting stakeholders across different business units

• You have 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

• You have 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

• You're creative and innovative; you love to build great new things that are fresh and unique while staying on brand

• You're agile, and motivated by a fast-paced and ever changing environment

• You're passionate about transforming travel for all (but that's a given!)

Who We Are

• We're travelers. Travel is about the journey - the transformative experiences and the growth each trip offers. All employees are encouraged to take time to get away through our variety of time away from work offerings.

• We're driven. The work we do matters and collectively drives impact. No matter the job title, everyone at Away is a meaningful contributor in unlocking our ever growing potential.

• We're supportive. We value the entirety of your life's journey, not just the milestones. You'll find an environment that celebrates balance, understanding that your personal passions and commitments outside of work, are threads of the same fabric that makes you unique.

What We Offer

Our total rewards are inclusive of both compensation and benefits. What we offer within a salary range is dependent on a number of factors, including scope and qualifications for the role, skillset, and balancing internal equity relative to other Away employees. Salary and benefit offerings are reviewed during phone screenings to ensure alignment.

• Compensation: $135,000.00-$145,000.00 annually

• This role is eligible to participate in Away's Annual Company Performance Incentive Bonus Plan, the terms of which are determined at the discretion of the company

• Equity Grant: commensurate with level determined at the discretion of the company

• Benefits Overview:

  • Take care of yourself and your family through our health insurance offerings

  • Invest in your future by participating in our 401(k) (with a company match!)

  • Find balance through our many paid time off programs (vacation, wellbeing, holidays, summer Fridays, and compassion leave - just to name a few!)

  • Build your travel uniform through discount codes, product stipends, and giveaways

  • Give back through company-sponsored volunteer and charitable opportunities

How We Work

This is an office-based position that works from our Soho, NYC office four days a week. Our working hours are 9am-6pm et, but we embrace a common-sense approach to flexibility in the workplace. It's about being present, engaged, and balancing work with real-life needs.

Our Commitment

As a company that values diversity, equity, and inclusion, Away seeks individuals of all backgrounds and experiences to apply for this opportunity. We're creating an environment where everyone can thrive. Our customers are global and diverse, so we're building a team that is too. Through initiatives like our Employee Resource Groups, anti-racism training, and bias prevention initiatives, we're building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work.

EEOC Statement:

Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Away is committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at [e-mail].