Strategy Manager - Customer Experience

Position Description

The Strategy Manager - Customer Experience plays a critical role in leading CarMax's customer experience evolution and is accountable for driving meaningful change to the CarMax experience across channels and throughout the customer lifecycle.

The Strategy Manager - Customer Experience is a boundary-less leader with the ability to excel at working cross functionally and across all levels of the organization, up to senior Company executives, with proven experience driving results through influence. 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, digital strategy, experience design, continuous improvement and change management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Identify opportunities to repair, enhance and innovate experiences central to delivering upon CarMax's brand vision
  • Analyze and prioritize customer segments, journeys and opportunity areas for optimization and innovation based on quantitative and qualitative data
  • Leverage a strong understanding of consumer trends, technology trends, competitive experiences and retail best-in-class experiences to shape strategy
  • Develop business cases and compelling research artifacts to influence prioritization of critical opportunities
  • Provide strategic guidance across projects, including consideration of the overarching customer experience
  1. 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
  • Provide regular updates on performance to sr. leadership in a variety of settings
  1. Build an organizational competence to execute upon and manage the CarMax experience in a proactive and disciplined way
  • Create hiring practices, incentives and rituals that promote a customer-focused culture
  • Establish practices to manage associates to deliver upon customer experience standards
  1. 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

Position Requirements

QUALIFICATIONS:

  1. 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

  2. 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

  3. Strong math, analytical and reasoning skills are required

  4. Excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical stakeholders

  5. Organizational, planning and project management skills and ability to effectively manage cross-functional projects

  6. Detail-oriented and comfortable with a fast-paced, structured, retail environment

  7. 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 in a related field (e.g., customer experience strategy, consumer insights, management consulting)
  • Four-year undergraduate degree with exceptional academic performance
  • MBA strongly preferred
  • Internal candidates should have successfully completed Sr. MAP

Meet Some of CarMax's Employees

Eddy

IT Manager, Online Platform

As the IT Manager, Eddy oversees the team that builds the platform which runs everything users interact with on the CarMax website and the CarMax apps.

Megan

Manager, Web Analytics

Megan manages the Web Analytics team, whose mission is to use data collected on CarMax.com and the company's apps to better understand the customer—and drive what gets built next.


Back to top