Senior Manager of Customer Experience Strategy

Join Away, a travel brand dedicated to transforming the travel experience. As the Senior Manager of Customer Experience & Retention, you will lead the Voice of Customer program, diagnose customer satisfaction drivers, and optimize key touchpoints across the customer journey. You will build and manage a team, own NPS as the North Star metric, and develop data-driven perspectives on customer experience differentiators. This is a strategic role that requires a minimum of 7 years of experience in customer experience, high-end retail, and building CRM or retention programs.

• Lead the development and execution of high-impact retention strategies across the customer journey, leveraging data and creative execution.
• Manage the Voice of Customer (VoC) program, aggregating feedback and delivering data-backed intelligence to guide continuous experience improvements.
• Build and manage a team to execute customer experience strategies and operational roadmaps, aligning with department goals and driving customer satisfaction.

• You’re passionate about transforming travel for all (but that’s a given!)
• You have a proven track record managing a consumer insights program
• 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’re agile, and motivated by a fast-paced and ever changing environment
• You're strategic - you'll help establish and drive our customer experience roadmap, connecting stakeholders across different business units
• You’re creative and innovative; you love to build great new things that are fresh and unique while staying on brand
• 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 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
• Excited to join the team, but not sure you meet all of the qualifications? Please apply, we’d still love to hear from you