Director, Retail & CX Education

Away is a global lifestyle brand with a mission to transform travel through products and content that inspire people to get away more. In support of our mission, we are seeking a Director, Retail & CX Education to join our People & Community Experience team. Want to help us transform the travel experience? The ideal candidate will have experience instituting a brand-led and product-driven education program that reaches all learning styles and drives company success.

We believe in being intentional about our approach to modern work. Our hybrid model drives our commitment to fostering an environment that empowers, enables, and supports our workforce to do their best work with in-person moments that matter. The Director, Retail & CX Education role reports to the Director, People Strategy, and will require an in-office presence for critical moments as well as visits to our store teams, as defined by the hiring manager.

As a company that values diversity, equity, and inclusion, Away seeks individuals of all backgrounds and experiences to apply for this opportunity. We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is, too. We’re building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work through initiatives like our Employee Resource Groups, anti-racism training, and bias prevention initiatives.

What you’ll do as the Director, Retail & CX Education:

• Build a learning and development philosophy that drives knowledge sharing between our corporate and customer-facing teams to ensure a seamless, brand-led customer experience—both in stores and online 

• Partner across the organization to bring key insights, product knowledge, and brand voice to all learning and development strategies, training materials, and ways of working for our customer facing teams

• Identify knowledge gaps and enact a training roadmap that betters business performance and strengthens the customer experience

• Use key performance indicators (e.g., CSAT, NPS, Conversion) to guide and monitor the direction and success of the training program, adjusting the program as necessary in a timely manner

• Establish an engaging and inclusive learning environment by implementing training methodologies that promote a consistent learning experience while taking into account diverse learning styles.

• Oversee and manage the development of the retail and CX training programs that deeply understand the nuances of each environment

• Manage a team of CX and Retail trainers, ensuring alignment with a common strategy and training methodology

Who you are:

• Minimum of 7 years of relevant experience in learning & development for customer-facing teams; retail training experience is strongly preferred but not required

• Minimum of 3 years of experience managing a team

• Knowledge of Learning Management Systems and experience with Lessonly preferred

• Experience building blended learning programs focused on product knowledge, soft and job-specific skills, and virtual or instructor-led training

• Experience working with a brand-led company, with a keen understanding of the impact of brand voice and presence on customer-facing teams 

• Storyteller with strong communication, project management, and problem-solving skills, with the ability to work collaboratively across multiple departments and geographies 

• Strategic thinker as well as a doer; you can think big-picture and roll up your sleeves to get the job done, focusing your and the company's resources on efforts that add significant strategic value and long-term advancement to our business goals

• Highly organized self-starter; you can work independently and recommend/initiate projects with minimal direction 

• Relationship builder and trusted advisor; you have a proven ability to partner with internal stakeholders on training strategy and execution

• Team player with a "no task is too small" attitude

• Enjoys working in a fast-paced and ever-changing environment

• Passionate about transforming travel (but that’s a given!)

Compensation Package:

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total rewards program that also includes benefits, bonus, equity and various social and professional investment opportunities at Away. Pay decisions are based on a number of factors, including scope and qualifications for the role, experience level, skillset, and balancing internal equity relative to other Away employees. We expect the majority of the candidates who are offered roles at Away to fall healthily within the range based on these factors.

• Salary Range: $160,000.00 - $170,000.00 annually

• This role is eligible to participate in Away’s Annual Company Performance Bonus Plan, the terms of which are determined on an annual basis at the discretion of the company

• Equity Grant: commensurate with level determined at the discretion of the company

• Benefits Overview:

  • Medical, Dental and Vision insurance

  • Life and AD&D insurance

  • 401(k) with a company match

  • Flexible spending, health savings and commuter benefits

  • Paid Time Off (vacation, personal well being, volunteer, paid holidays, floating holidays, bereavement and jury duty)

  • Paid Parental Leave, Short & Long-term disability

  • Product stipends and recognition awards

About Away:

Away is a global lifestyle brand with a mission to transform travel through products and content that inspire people to get away more. The company launched in 2016 with one perfectly designed carry-on and has since expanded to offer an array of luggage and travel essentials built for the modern traveler. Headquartered in New York City, with teams in London and Toronto, Away currently ships products to three countries around the world. Away has been named one of Fast Company’s “World’s Most Innovative Companies”, has been recognized on TIME’s list of “Best Inventions”, and Inc's Best Led Companies. To learn more, visit awaytravel.com.

You’ll love working at Away because:

• We travel. We encourage you to take time to recharge outside of the office. You’ll have generous PTO to explore new places and access to Away products to ensure your travels are seamless. 

• We’re not just employees. We’re people. We deeply value the talent our team brings to the table, and believe that fair and equitable total rewards packages are part of our commitment to everyone who works here. We offer insurance coverage (health, vision, and dental), tax savings plans for retirement, dependent care, commuter benefits, generous and inclusive parental leave, and a stocked kitchen.

• We’ll invest in your career. Our company’s growing quickly, and we’ll give you the opportunity to do the same. You’ll have access to a number of professional development opportunities, as well as access to one-on-one professional coaching services, so we can support you as the company's needs evolve.

• We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is, too. Through people-focused initiatives like our Employee Resource Groups, monthly cultural programming, our hybrid approach to ways of working, and our newly designed HQ that centers intentionality & collaboration, we're building the cultural foundation that gives people the emotional and physical space to bring their best selves to work.

• And so much more…! You can bring your dog to work. We organize ways to give back to our local communities.

EEOC Statement: 

Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability. 

Away is committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at talent@awaytravel.com.