layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Senior Manager, Customer Experience Strategy at Away | LAYIQ

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
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

Senior Manager, Customer Experience Strategy

Employer job description

About Away

What you’ll do as the Senior Manager of Customer Experience Strategy

You have a proven track record managing a consumer insights program

What We Offer

Benefits Overview:

Our Commitment

EEOC Statement:

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