CarMax

4 weeks ago

Senior Manager - Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead omni-channel customer experience execution for CarMax Auto Finance, using industry best practices to improve customer satisfaction, payments, loyalty, and repurchase. Own consistent, engaging, compliant customer-facing content across letters, statements, email, text, IVR, and the website/mobile app. Oversee digital and mailed communications, partner cross-functionally with Technology and Legal/Compliance, guide a digital marketing team, and maintain customer journey maps plus performance dashboards.

Location: Atlanta

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Identify and optimize customer-facing omni-channel communication efforts to deliver department objectives and the CAF strategic vision.
•Oversee the creative design and execution of digital and mailed communications while adhering to brand guidelines.
•Provide oversight and leadership to the Digital Marketing team to document and execute operational processes in line with policies, procedures, and regulatory requirements.
•Drive cross-functional initiatives to improve customer-impacting communication strategy with the customer at the center of decisions.
•Create and maintain customer journey maps across the CAF customer journey and deliver reporting via dashboards to track end-to-end communication performance.

Pay and Benefits

Salary: USD 104,600 - 167,400 annually

Equity and Bonus:Equity

Perks:Paid Leave

Key Requirements

•Bachelor’s degree in business, marketing, or related field and 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 in a team-based environment
•Experience with website analytics tools (e.g., Google Analytics) and CRM systems such as Salesforce CRM and Marketing Clouds (preferred)
•Proficiency in creating and using customer journey maps and personas, with proven leadership and associate engagement focus

Experience:Digital marketing

Education:Bachelor's in business, Marketing or related field

Skills:Critical thinkingProblem-solvingSystems thinkingCommunicationLeadership

Tech Stack:Google AnalyticsSalesforce CRMMarketing CloudIVRDashboards

Company Brief

CarMax

Industry: Automotive

Website

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CarMax

4 weeks ago

Senior Manager - Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Atlanta

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Identify and optimize customer-facing omni-channel communication efforts to deliver department objectives and the CAF strategic vision.
•Oversee the creative design and execution of digital and mailed communications while adhering to brand guidelines.
•Provide oversight and leadership to the Digital Marketing team to document and execute operational processes in line with policies, procedures, and regulatory requirements.
•Drive cross-functional initiatives to improve customer-impacting communication strategy with the customer at the center of decisions.
•Create and maintain customer journey maps across the CAF customer journey and deliver reporting via dashboards to track end-to-end communication performance.

Pay and Benefits

Salary: USD 104,600 - 167,400 annually

Equity and Bonus:Equity

Perks:Paid Leave

Key Requirements

•Bachelor’s degree in business, marketing, or related field and 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 in a team-based environment
•Experience with website analytics tools (e.g., Google Analytics) and CRM systems such as Salesforce CRM and Marketing Clouds (preferred)
•Proficiency in creating and using customer journey maps and personas, with proven leadership and associate engagement focus

Experience:Digital marketing

Education:Bachelor's in business, Marketing or related field

Skills:Critical thinkingProblem-solvingSystems thinkingCommunicationLeadership

Tech Stack:Google AnalyticsSalesforce CRMMarketing CloudIVRDashboards

Company Brief

CarMax

Industry: Automotive

Website