Senior Manager, Customer Experience & Retention

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.

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.

• 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

• 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!)

• 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…