Customer Experience Manager

Company Name:
The CAF Customer Experience Manager is responsible for creating, monitoring and improving upon various customer touch points for CarMax Auto Finance. This position will work closely with Marketing & Consumer Insights, IT and CAF Management to develop and shape customer strategy, as well as executing programs / projects with the goal of driving customer satisfaction and promotion of the brand. The Customer Experience Manager will develop and refine messaging within venues such as , customer letters and statements, and IVR/phone scripting. This individual will also partner with Consumer Finance regarding credit related messaging offered to our customers within store and on the web.
Responsible for developing and maintaining customer-centric strategies for increasing pre and post purchase engagement, building loyalty and driving Word of Mouth. This includes defining tactics, goals, success metrics, and all customer touch points
Leads cross-functional teams to deliver Customer Experience projects on time and in accordance with project strategy.
Collaborates with creative partners to enhance marketing materials that meet strategy
Coordinate with various groups (IT, Marketing) to target segmented customers
Partners with Analytics team to analyze performance and optimize customer touch point effectiveness
Builds and maintains strong cross-functional relationships with teams across the enterprise
Preserve a uniform vision of CAF Customer Experience goals
Ensure a consistent pre and post finance customer experience at all points of interaction
Supports marketing needs of business areas that interact with the CAF customer
Researches and advocates for new strategies and tactics to meet satisfaction and loyalty goals
Manages vendors as necessary
Responsible for forecasting, expense tracking and budget management
Responsible for CRM (Customer Relationship Management) QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to motivate and influence peers
Ability to build and maintain strong relationships throughout the organization
Strong strategic thinking skills
Strong project management skills with the ability to juggle multiple priorities simultaneously in a fast-paced environment
Ability to interact effectively in a cross-functional team
Ability to use functional knowledge while serving as a primary resource for internal customers
Previous experience working as a CRM or with a CRM tool
5+ years of Marketing experience or customer service, experience with loyalty and/or direct marketing or managing customer focused activities preferred
Four year college degree (BA/BS) business, marketing or related field; MBA a plus
Experience managing vendor relationships
Experience working in multiple direct channels (mail, email, SMS, etc)
Experience working in a customer focused environment (Customer Service, Sales, Marketing, etc)
Ability to communicate clearly and effectively through verbal, written and non-verbal methods, including written reports and oral presentations
Ability to comprehend and apply basic mathematics
Knowledge of basic Statistics and Probabilities and their application to direct marketing
Solid understanding of analytics and applicable metrics for all customer touch points
Ability to apply business knowledge to solve problems at the root cause
Ability to read and comprehend basic business reports, metrics and analyses _Job ID #:_ 4410
Location: GA - Kennesaw, CarMax Auto Finance
Position Category: Customer Service
Department: Customer Service
Division: CarMax Auto Finance
Education Required: Not Indicated
Position Type: Full-Time Regular
Relocation Provided:
Experience Required: 1 - 3 Years

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