Customer Experience Manager

CarMax - Richmond, VA

Full-time - Manager

Richmond, VA

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

As a Customer Experience Center Manager at CarMax, you will lead a dynamic team of Customer Experience Consultants, ensuring they deliver an iconic customer experience. Your role involves coaching and developing your team, managing business metrics, and fostering a highly engaged culture. You will be responsible for guiding associates in their interactions with customers, overseeing the hiring process, and managing projects to enhance performance and customer satisfaction.

Responsibilities

• Help associates guide and progress customers through their CarMax experience by executing key activities like vehicle selection and finance applications.
• Build a highly engaged culture and environment using collaboration, transparency, and motivation.
• Provide continuous feedback and coaching to improve and maintain an iconic customer experience and drive sales.
• Select, attract, hire, and onboard world-class sales professionals who are well prepared to provide exceptional customer service.
• Manage to business metrics such as sales, service levels, and staffing.
• Manage projects and tasks assigned to your team.

Requirements

• High School Diploma, GED, equivalent certification or military experience required; Bachelor's degree preferred.
• At least 3 years of experience in people management required; at least 5 years of people management in a retail or contact center environment preferred.
• At least 2 years of sales experience required.
• At least 2 years of experience in process management preferred.
• Bilingual in English/Spanish is preferred.
• Ability to communicate clearly and effectively.
• Ability to motivate, inspire, and gain buy-in from others.
• Flexibility to provide cover for location opening hours, including evenings and weekends.

Nice-to-haves

• Bilingual in English/Spanish is preferred.

Benefits

• Commitment to training and development opportunities.
• Diversity and inclusion programs.
• Career growth opportunities within the company.