SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 135,000 - 145,000 / annual
Away is seeking a Senior Manager of Customer Experience & Retention to lead the company's CX strategy and build a team focused on translating customer feedback into high-impact retention programs. Reporting to the VP of Customer Strategy & Experience, you will own the Voice of Customer program, aggregating feedback across touchpoints and partnering with Engineering to enhance tooling and capabilities.
Key responsibilities include diagnosing root-cause drivers of customer satisfaction and dissatisfaction, mapping and optimizing the customer journey, and building a team to execute CX strategies aligned with department goals. You will own NPS as the North Star metric, supported by CSAT, LTV, warranty resolution speed, and customer growth metrics. Your role bridges data and creative execution, scaling signature programs like Surprise & Delight and VIP personalization while partnering cross-functionally across retail, social, and service teams.
You will develop data-driven retention initiatives, serve as a strategic partner to internal teams by socializing customer insights, and partner with retail stores and L&D to enhance clienteling capabilities. The ideal candidate has 7+ years in Customer Experience, high-end retail, CRM, or retention programs, with proven experience managing consumer insights programs and presenting to leadership. You should have deep expertise in multi-channel environments, understanding how CRM, clienteling, and retention blend into the shopping experience. Experience owning the experiential side of customer relationships—designing loyalty programs, creating community moments, and connecting CX to retention marketing and brand teams—is essential. You are strategic, creative, agile, and thrive in fast-paced environments.
