Senior Manager, Customer Experience & Retention
About the Role
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.
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
Qualifications
- 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
- Proven track record managing a consumer insights program
- Strategic mindset with ability to establish and drive the 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 with a passion for building fresh, unique, on-brand initiatives
- Agile and motivated by a fast-paced and ever changing environment
Pay
$135,000.00-$145,000.00 annually. This role is eligible to participate in Away's Annual Company Performance Incentive Bonus Plan and an equity grant commensurate with level determined at the discretion of the company.
Benefits
- Health insurance offerings
- 401(k) with company match
- Paid time off programs including vacation, wellbeing days, holidays, summer Fridays, and compassion leave
- Discount codes, product stipends, and giveaways
- Company-sponsored volunteer and charitable opportunities
Schedule
Office-based position working from the Soho, NYC office four days a week. Working hours are 9am-6pm ET, with a common-sense approach to flexibility in the workplace.