Senior Manager - Customer Experience

About the role

The Senior Manager, CAF Customer Experience is responsible for driving impactful omni-channel communication strategies to enhance customer satisfaction, increase payments, loyalty, and repurchase in support of the CAF strategic vision. This role oversees the creative design and execution of digital and mailed communications, ensuring compliance with CarMax and CAF brand guidelines. It involves providing oversight to the Digital Marketing team, leading cross-functional initiatives, and continuously researching and recommending digital marketing trends.

Responsibilities

• Identify and optimize customer facing omni-channel communication efforts to deliver on department objectives and CAF house 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 accurate documentation and execution of operational processes in line with policies, procedures, and regulatory requirements.
• Drive cross-functional initiatives, ensuring the overall effectiveness of customer impacting communication strategies and focusing on the customer at the center of decisions.
• 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 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 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

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 (e.g., Google Analytics) 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

Pay

The annual salary for this position is $104,600.00 - $167,400.00 May be eligible for bonus and equity.

Schedule

Not specified.

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.