Sr. Manager, Brand Experience

8116 - Midtown Office - 2220 W. Broad Street, Richmond, Virginia, 23220

CarMax, the way your career should be!

Senior Manager, Customer Experience Strategy

Home Office

About this job

The Senior Manager of Customer Experience Strategy plays a critical role in leading CarMax's brand experience evolution and is accountable for driving meaningful change to the CarMax customer experience that results in increased brand resonance, brand engagement and word of mouth worthiness (NPS).

In this position, The Customer Experience Strategy Senior Manager will identify services CarMax should offer or improve and will courageously influence towards change that supports and drives differentiation of our brand. As such, they should possess strong knowledge of company functions, initiatives, and performance and demonstrate domain knowledge of and expertise in a range of disciplines, such as consumer insights/marketing research, brand strategy, product marketing and service design strategy.

What you will do - Essential Responsibilities

• Identify opportunities to renovate and innovate CarMax's customer experience, in support of our brand goals
• Lead research and analysis to uncover and prioritize opportunities
• Develop positioning and go-to-market strategies for new services
• Work cross-functionally to build effective business cases for resource allocation
• Present opportunities and win support across departments and amongst senior leadership/executives

• Lead cross functional teams to pursue experience enhancements
• Lead strategic visioning across teams to align on goals and shared objectives
• Coordinate progress against multiple workstreams with high-complexity
• Present to various leadership groups about progress towards our goals

• Support cross functional teams and initiatives as the voice of our customer and brand
• Provide strategic guidance across teams, including consideration of the overarching brand experience
• Partner on approach for measuring customer experience impact and lead interpretation of implications / recommended direction
• Co-develop and consult on tools, reporting and trainings to reinforce brand experience and customer centricity

Qualifications and Requirements

• 7+ years of relevant work experience in a related field (e.g., customer experience strategy, brand strategy, consumer insights, strategy consulting or product marketing)
• Four-year undergraduate degree with exceptional academic performance
• MBA not required, but preferred

• Strategic, cross-functional thinker with experience influencing at all levels
• Ability to build and maintain positive working relationships at varying levels
• Work productively with little supervision
• Understanding of the customer experience ecosystem (digital and analog) and the role that customer experience plays in brand marketing strategy
• Familiarity with consumer insight and marketing research methodologies, with the ability to apply quantitative and qualitative approaches to understanding our customer and internalize strategic implications

• Exceptional communication skills [verbal, written, and listening] are needed to (a) effectively lead cross functional teams, (b) listen and understand conflicting points of view on complex matters, (c) navigate through potential contentious situations that periodically occur in cross-functional and change-driving initiatives, and (d) communicate complex ideas, business cases and rationale.
• Strong math, analytical and reasoning skills are required.

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax 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.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.