Senior Manager, Customer Experience Strategy

The role

You will translate multi-channel customer sentiment into retention strategies. You will lead the Voice of Customer program and manage a team to execute customer experience strategies and operational roadmaps.

What you will do

• Lead Away's Voice of Customer (VoC) program
• Partner with Engineering to define functional requirements for tooling and capabilities
• Diagnose root-cause drivers of customer delight and dissatisfaction
• Map and optimize key touchpoints across the customer journey
• Build and manage a team to execute customer experience strategies and operational roadmaps
• Own NPS as the North Star metric
• Develop data-driven perspectives on customer experience differentiators
• Serve as a strategic partner to internal teams by socializing customer insights
• Partner with retail stores and Learning & Development team to further clienteling capabilities
• Design and evolve key retention initiatives including Surprise & Delight and VIP personalization

Required qualifications

• Minimum of 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
• Proven track record managing a consumer insights program
• Experience shaping strategy within a multi-channel environment
• Experience owning the experiential side of the customer relationship

Benefits

• Health insurance offerings
• 401(k) with a company match
• Paid time off programs including vacation, wellbeing, holidays, summer Fridays, and compassion leave
• Discount codes, product stipends, and giveaways
• Company-sponsored volunteer and charitable opportunities

About the company

Launched in 2016, Away offers a range of luggage and travel essentials. The company aims to make travel more seamless for everyone through a community of travelers.