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Away

Senior Manager, Customer Experience Strategy

Who can apply: US-based role. The employer has not said which states are eligible — confirm before applying.
Location as listed by the employer: “NYC: Soho HQ”
Apply on Away's site ↗

Opens the employer's official application page.

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About this role

Away is hiring for a Senior Manager, Customer Experience Strategy role (full-time). See the official posting for full details.

Requirements

  • 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…

Summarized from the employer's posting — check the full posting for every requirement.