Senior Manager of Customer Experience & Retention, Away
$135-145k
+ Equity & Bonus
4 days a week in office (Soho, NY)
Luggage for the modern traveller
Be an early applicant
Luggage for the modern traveller
501-1000 employees
Be an early applicant
$135-145k
+ Equity & Bonus
4 days a week in office (Soho, NY)
501-1000 employees
Company mission
To transform travel through products and stories that inspire people to get away more.
Role
Who you are
- 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 a proven track record managing a consumer insights program
- You're strategic - you'll help establish and drive our customer experience roadmap, connecting stakeholders across different business units
- 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 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
- You’re creative and innovative; you love to build great new things that are fresh and unique while staying on brand
- You’re agile, and motivated by a fast-paced and ever changing environment
- You’re passionate about transforming travel for all (but that’s a given!)
- Excited to join the team, but not sure you meet all of the qualifications? Please apply, we’d still love to hear from you
What the job involves
- 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
- 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 innovative retention programs that elevate brand loyalty
- You’ll serve as a strategic partner to internal teams by socializing critical customer insights, helping non-CX functions identify unaddressed customer pain points and co-create effective solutions
- You’ll partner with our retail stores and Learning & Development team to further clienteling capabilities, identifying friction points for customers and associates, while reporting on the impact of these initiatives and the one-to-one experience we're building in-store and digitally
- You’ll design and evolve key retention initiatives—including Surprise & Delight programs and VIP personalization frameworks—partnering with Brand to establish audience segments, data collection protocols, and commercial targets
- Our working hours are 9am-6pm et, but we embrace a common-sense approach to flexibility in the workplace. It’s about being present, engaged, and balancing work with real-life needs
Application process
- Deadline to Apply: August 28, 2026 at 4:00 AM UTC
Our take
Away took on a market that was being ignored by everyone else - luggage - and it's had great success bringing innovation to a product that has been unchanged for decades. With simple touches like adding a mobile charging pack inside the suitcase, it has given luggage a huge overhaul. Over the years, Away has demonstrated resilience and adaptability, navigating industry challenges while continuing to evolve it product offering and customer experience.
With this in mind, the company has focused on strengthening its foundations, from refining its core collection to investing in team culture and expanding its retail footprint. Strategic partnerships with leading travel brands, including United Airlines, have further reinforced its relevance in the travel space, positioning Away as a design-led company continuing to grow alongside today's travellers.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jun 2020
$35m
LATE VC
May 2019
$100m
SERIES D
Total funding: $216m
Company benefits
- Equity & ownership: Be a part of our future through equity options, sharing in the upside of our business
- Paid time off: Find balance through our paid time off programs, including vacation and wellness time
- Health insurance: Take care of yourself and your family through our health insurance offerings
- Get Away in style: Build your travel uniform through discount codes, product stipends, and giveaways
Company HQ
SoHo, New York, NY
Leadership
Jessica Schinazi
(CEO)Jessica joined Away in 2024 as a President, moving into the role of CEO and Board Member in 2025. Prior to this, she spent 3 years at Dyson as an SVP of Business Development and Transformation (Americas) and as a President (Americas).
Salary benchmarks
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