Customer Experience Manager

We always knew there had to be a better way to buy used cars. One that would make the process easy and fun. So we created CarMax, and we've been changing the way America buys cars since we opened our first store in Richmond, Virginia in 1993.

The Customer Experience Manager will lead a group of cross-functional partners (carmax.com, store, IT teams, agency partners) to activate the CarMax brand, and will be accountable for driving meaningful change to the customer experience in support of our brand promise. They will lead the development of differentiated, wow-worthy experiences and work to build an organizational competency to consistently execute against our experience standards.

- Drive change to repair, enhance and transform experiences central to CarMax's brand strategy - Analyze and prioritize the most important focus areas to improve the customer experience - Define requirements and key performance metrics for working teams - Lead teams in testing, iterating and developing solutions - Create a consistent and shared understanding of our customers - Lead the development of customer research, personas and journey maps to highlight pain points and opportunities - Define consistent customer experience measurement practices to understand the current state - Develop training and communications to increase awareness and knowledge of our customer experience and experience standards - Provide regular updates on performance to Senior Leadership in a variety of settings - Build an organizational competence to execute upon and manage the CarMax experience in a proactive and disciplined way - Ensure visibility into and accountability for the customer experience, by leading the development of appropriate customer feedback management capabilities and practices - Create hiring practices, incentives and rituals that promote a customer-focused culture - Continuously seek out and share the latest customer experience best practices - Stay abreast of emerging consumer trends and best-in-class customer experiences, external and internal - Bring insights and learning opportunities into the marketing and store teams to aid in associate development - Understand and act on implications for how CarMax must continue to evolve its customer experience to maintain differentiation and relevance

**Qualifications:** - Comprehensive understanding of the customer experience ecosystem and how digital and analog experiences work together. Understanding of the role that brand and experience play in marketing strategy - Familiarity with lean UX, agile process and human centric design methodologies - Excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical stakeholders - Organizational, planning and project management skills and ability to effectively manage cross-functional projects - Detail-oriented and comfortable with a fast-paced, structured, retail environment - Strategic, cross-functional thinker able to gather buy-in from leadership for ideas and projects **Education and/or Experience:** * 5+ years of relevant work experience, including 3+ years in a related field (e.g., customer experience, consumer insights, human interaction design, brand management) * Four year undergraduate degree with exceptional academic performance * MBA not required, but preferred * Internal candidates should have successfully completed MAP **Language Skills:** * Exceptional verbal, written, and listening skills are needed to (a) effectively manage their team, (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. **Mathematical Skills:** * Strong math, analytical and reasoning skills are required. **Reasoning Ability:** * Very high, see description above