Senior Manager, Digital Marketing & Omni-Channel Experience

Carmax; Kennesaw (GA); On-site; USD 105,000 - 167,000; Full time

Benefits offered by this job

Paid sick time

Vacation time

Holiday pay

Job summary

CarMax is seeking a Senior Manager for CAF Customer Experience (Digital Marketing) to lead omni-channel communications across letters, emails, texts, IVR, and our website/mobile app. You will collaborate with Technology, CAF Legal, Compliance, and Leadership to elevate customer satisfaction and loyalty, while ensuring brand consistency and regulatory compliance.

The role emphasizes developing talent, mapping customer journeys, and staying ahead of digital marketing trends to improve payments,

Qualifications

• 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 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.

Responsibilities

• 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 operational processes are 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 is at the center of decisions.
• Developing direct and indirect reports, playing an active role in identifying, assessing and developing talent for the department.
• 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 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.

Skills

Digital marketing

Omni-channel strategy

Stakeholder engagement

Communication skills

Education

Bachelor’s degree in business, Marketing or related field

Tools

Salesforce CRM

Marketing Cloud

Google Analytics

Job description

CarMax is seeking a Senior Manager for CAF Customer Experience (Digital Marketing) to lead omni-channel communications across letters, emails, texts, IVR, and our website/mobile app. You will collaborate with Technology, CAF Legal, Compliance, and Leadership to elevate customer satisfaction and loyalty, while ensuring brand consistency and regulatory compliance.

The role emphasizes developing talent, mapping customer journeys, and staying ahead of digital marketing trends to improve payments,