Senior Manager, Customer Experience & Retention

Away
New York
Workplace: HybridFull timeUSD 135,000 - 145,000 annuallyFunction: Customer Success & Account ManagementExperience: 7+ yearsSkills: ["Strategic thinking","Data-driven decision-making","Cross-functional collaboration","Leadership","Creativity"]

Lead Away’s Voice of Customer (VoC) program and translate multi-channel customer sentiment into retention strategies across the customer journey. Diagnose root causes behind delight and dissatisfaction, optimize touchpoints, and set investment priorities using data-backed metrics like NPS and CSAT. Own a customer-experience team, partner cross-functionally to reduce friction in retail and digital experiences, and build retention initiatives including Surprise & Delight and VIP personalization.

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FursaFursa
Away
Away
12 hours ago

Senior Manager, Customer Experience & Retention

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead Away’s Voice of Customer (VoC) program and translate multi-channel customer sentiment into retention strategies across the customer journey. Diagnose root causes behind delight and dissatisfaction, optimize touchpoints, and set investment priorities using data-backed metrics like NPS and CSAT. Own a customer-experience team, partner cross-functionally to reduce friction in retail and digital experiences, and build retention initiatives including Surprise & Delight and VIP personalization.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead Away’s Voice of Customer (VoC) program to aggregate feedback across key customer touchpoints and partner with Engineering on tooling and capabilities.
  • •Diagnose root-cause drivers of customer delight and dissatisfaction and deliver data-backed intelligence for continuous experience improvements.
  • •Map and optimize customer journey touchpoints, synthesizing insights to recommend high-impact business investment opportunities.
  • •Own NPS as the North Star metric (supported by CSAT, LTV, warranty resolution speed, and customer growth) and identify what drives dissatisfaction and which levers to invest in.
  • •Build and manage the team to execute CX strategies and operational roadmaps; partner with retail, Learning & Development, Brand, and others to design retention initiatives like Surprise & Delight and VIP personalization.

Pay and Benefits

Salary: USD 135,000 - 145,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid Leave

Key Requirements

  • •7+ years of experience in Customer Experience, high-end retail, and building CRM or retention programs, including presenting to leadership across the company.
  • •Proven experience managing a consumer insights program (VoC).
  • •Strategic experience shaping a customer experience roadmap in a multi-channel environment, with strong knowledge of CRM, clienteling, and retention.
  • •Experience owning the experiential side of the customer relationship by designing and running programs that build loyalty and connect CX to related teams.
  • •Ability to build and lead a customer experience team and partner cross-functionally to drive operational roadmaps and retention initiatives.
Experience:7+ yearsCustomer experienceHigh-end retailCRMRetention programsConsumer insightsMulti-channel
Skills:Strategic thinkingData-driven decision-makingCross-functional collaborationLeadershipCreativity

Company Brief

Away
Away is a direct-to-consumer travel and lifestyle brand that designs and sells luggage and travel accessories through its website and retail locations worldwide.
Industry: Direct to Consumer Brands
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: New York, United States
Founded: 2015
Glassdoor
Glassdoor: 3.2
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