Senior Manager - Customer Experience

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. Ensuring all customer facing content is consistent, engaging and compliant across all channels including letters, statements, email, text, IVR (interactive voice response), the Car Max Auto Finance website and mobile app.

This position will work 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.

• 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 Car Max and CAF brand guidelines.
• Providing oversight and leadership to the Digital Marketing team to ensure that operational processes are accurately 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 at the center of decisions.
• Developing direct and indirect reports, playing an active role in identifying, assessing and developing talent for the department. Driving associate engagement and development through targeted activities and interactions.
• 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 necessary 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.

• 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 best practices 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

Car Max is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.