Senior Manager, Omnichannel Customer Experience

CarMax; Richmond (VA); On-site; USD 120,000 - 165,000; Full time

Job summary

CarMax is seeking a Senior Manager, CAF Customer Experience to lead omni-channel communications and enhance customer satisfaction across letters, statements, email, text, IVR, and digital channels including the CarMax Auto Finance website and app.

You will collaborate with Technology, CAF Legal, Compliance and senior leadership to ensure content is engaging, compliant, and on-brand while driving loyalty and repurchase.

Qualifications

• Bachelor’s degree in business, Marketing or related field; 5+ years Marketing or equivalent experience.
• Critical thinking, problem-solving, and systems thinking skills.
• Excellent communication and change leadership in a team environment.
• Experience with Google Analytics and CRM tools like Salesforce (Marketing Cloud preferred).
• Proven leadership with focus on associate engagement.
• Ability to create and leverage customer journey maps and personas.

Responsibilities

• Identifying and optimizing omni-channel customer facing communications to meet department objectives and CAF vision.
• Overseeing design and execution of digital and mailed communications within brand guidelines.
• Providing oversight of the Digital Marketing team and ensuring processes comply with policies and regulatory requirements.
• Driving cross-functional initiatives to ensure customer-centered decision making and effectiveness of communication strategies.
• Developing and mentoring direct and indirect reports to enhance talent within the department.
• Creating and maintaining a comprehensive journey map across multi-channel communications.
• Staying informed on digital marketing trends, technologies, and best practices.
• Delivering timely remediation for Legal, audit or compliance findings across digital channels.
• Creating dashboards and reports to give leadership visibility into key metrics.

Skills

Marketing strategy

Cross-functional leadership

Customer journey mapping

Omni-channel marketing

Education

Bachelor's degree in business or marketing

Tools

Salesforce CRM

Google Analytics

Marketing Cloud

Job description

CarMax is seeking a Senior Manager, CAF Customer Experience to lead omni-channel communications and enhance customer satisfaction across letters, statements, email, text, IVR, and digital channels including the CarMax Auto Finance website and app.

You will collaborate with Technology, CAF Legal, Compliance and senior leadership to ensure content is engaging, compliant, and on-brand while driving loyalty and repurchase.