Senior Manager, Customer Experience

About the role

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. This position ensures 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.

You will collaborate 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.

Responsibilities

• Identify and optimize customer-facing omni-channel communication efforts to deliver on department objectives and the CAF strategic vision.
• Oversee the creative design and execution of digital and mailed communications, adhering to CarMax and CAF brand guidelines.
• Provide oversight and leadership to the Digital Marketing team to ensure operational processes are accurately documented and executed in accordance with policies, procedures, and regulatory requirements.
• Drive cross-functional initiatives, ensuring the overall effectiveness of customer-impacting communication strategies and keeping the customer at the center of decisions.
• Develop direct and indirect reports, playing an active role in identifying, assessing, and developing talent for the department.
• Drive associate engagement and development through targeted activities and interactions.
• Create and maintain an accurate journey map for all customer moments that matter, with a focus on multi-channel communications across the CAF customer journey.
• Continuously research and stay informed to make recommendations regarding the latest digital marketing trends, technologies, and best practices.
• Deliver thoughtful and timely resolution and necessary remediation for all Legal, audit, and/or compliance/CRU findings across all digital communications and required platforms.
• Create and track productivity through key report-outs and dashboards to provide leadership visibility into key metrics and performance across end-to-end communications.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; 5+ years of 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, as well as CRM systems like Salesforce CRM and Marketing Cloud (preferred).
• Proven leadership with a culture-focused mindset and strong associate engagement.
• Proficiency in creating and utilizing customer journey maps and personas.

About the company

CarMax disrupted the auto industry by delivering an honest, transparent, and high-integrity experience for customers. As the nation’s largest retailer of used cars, with over 200 locations nationwide, CarMax fosters innovation and teamwork among its 25,000+ associates. The company is recognized for its commitment to training, diversity, and inclusion, and is ranked among the FORTUNE 100 Best Companies to Work For®.