Head of Omni-Channel Customer Experience

CarMax; Atlanta (GA); On-site; USD 105,000 - 167,000; Full time

Benefits offered by this job

Bonus potential

Equity eligibility

Comprehensive benefits

Job summary

CarMax is seeking a Senior Manager, CAF Customer Experience to lead omni-channel communications across letters, statements, email, text, IVR, and web/mobile platforms. You will partner with Technology, CAF Legal, Compliance, and leadership to elevate customer satisfaction and loyalty.

You will guide the Digital Marketing team, map customer journeys, ensure compliant content, and drive improvements across end-to-end communications while developing talent and delivering actionable dashboards.

Qualifications

• Bachelor's degree in business, marketing or related field.
• 5+ years in marketing or equivalent experience.
• Strong communication and leadership capabilities.
• Experience with website analytics tools and CRM platforms is preferred.

Responsibilities

• Identifying and optimizing omni-channel customer communications to meet objectives and CAF vision.
• Overseeing the design and execution of digital and mailed communications per brand guidelines.
• Leading the Digital Marketing team to ensure documented processes comply with policies and regulations.
• Driving cross-functional initiatives to improve customer-facing strategies and outcomes.
• Developing and mentoring team members to build talent within the department.
• Maintaining an accurate customer journey map across multi-channel communications.

Skills

Excellent communication

Leadership experience

Critical thinking

Problem-solving

Education

Bachelor's degree in business, Marketing or related field

Tools

Google Analytics

Salesforce CRM

Marketing Cloud

Job description

CarMax is seeking a Senior Manager, CAF Customer Experience to lead omni-channel communications across letters, statements, email, text, IVR, and web/mobile platforms. You will partner with Technology, CAF Legal, Compliance, and leadership to elevate customer satisfaction and loyalty.

You will guide the Digital Marketing team, map customer journeys, ensure compliant content, and drive improvements across end-to-end communications while developing talent and delivering actionable dashboards.