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. 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 innova

Department: Customer Experience; Team: Customer Experience