Senior Manager - 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

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be!

About this job

The Senior Manager, CAF Customer Experience is responsible for understanding industry best practices to drive execution of impactful omni-channel communication strategies to enhance customer satisfaction, increase payments, loyalty, and repurchase in support of the CAF strategic vision. Ensuring all customer facing content is consistent, engaging and compliant across all channels including letters, statements, email, text, IVR (interactive voice response), the CarMax Auto Finance website and mobile app. This position will work closely with Technology, SP&D, CAF Legal, Compliance, Richmond partners, Operations and CAF Senior Leadership to elevate customer satisfaction, loyalty and positive brand interactions across the CAF experience.

As a Customer Experience Senior Manager, you will spend your time:

• Identifying and optimizing customer facing omni-channel communication efforts to deliver on department objectives and CAF house strategic vision.


• Overseeing the creative design and execution of digital and mailed communications, adhering to CarMax and CAF brand guidelines.


• Providing oversight and leadership to the Digital Marketing team to ensure that operational processes are accurately documented and executed in accordance with policies, procedures and regulatory requirements.


• Driving cross functional initiatives, ensuring the overall effectiveness of customer impacting communication strategies and that the customer at the center of decisions.


• Developing direct and indirect reports, playing an active role in identifying, assessing and developing talent for the department. Driving associate engagement and development through targeted activities and interactions.


• Creating and maintaining an accurate journey map for all customer moments that matter, with focus on multi-channel communications across the CAF customer journey.


• Continuously researching and staying informed to make recommendations regarding the latest digital marketing trends, technologies, and best practices.


• Delivering thoughtful and timely resolution and necessary remediation for all Legal, audit and/or compliance/CRU findings across all digital communications and required platforms.


• Creation and tracking of productivity through key report outs and dashboards to provide leadership visibility into key metrics and performance across end-to-end communications.

Qualifications and Requirements

• Bachelor’s degree in business, Marketing or related field; 5+ years Marketing or equivalent experience


• Demonstrated critical thinking, problem-solving, and systems thinking skills


• Excellent communication skills with the ability to champion change and influence, while working effectively in a team-based environment


• Experience with website analytics tools (e.g., Google Analytics) and best practices and CRM systems like Salesforce CRM and Marketing Clouds (preferred).


• Proven leadership with a culture-focused mindset and strong associate engagement


• Proficiency in creating and utilizing customer journey maps and personas

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinkingaround the way cars are bought and soldhas helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Ouramazing team of more than 25,000 associates work together to deliver iconic customer experiences.Along the way,we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and areone of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

The annual salary for this position is:

$104,600.00 - $167,400.00

May be eligible for bonus and equity.

Benefits:

Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.

Associates that are considered full-time hourly or commission/incentive eligible:

• To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.


• For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.

Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.

For more details about benefits, please visit our CarMax Benefits website.

Upon an applicant’s request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.