Customer Experience Manager

CarMax - Henderson, NV

Full-time - Mid Level

Henderson, NV

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

The Customer Experience Manager at CarMax is responsible for leading a team to deliver exceptional customer experiences by executing Professional Selling Principles. This role involves coaching and developing associates, managing business metrics, and fostering a collaborative and engaging work environment. The manager will oversee a team of 10-15 Customer Experience Consultants, ensuring high morale and effective project management while maintaining CarMax's commitment to customer satisfaction.

Responsibilities

• Help associates guide customers through their CarMax experience by executing key activities like vehicle selection and finance applications.
• Build a highly engaged culture using collaboration, transparency, and motivation.
• Provide continuous feedback and coaching to improve customer experience and drive sales.
• Select, attract, hire, and onboard world-class sales professionals.
• Manage business metrics such as sales, service levels, and staffing.
• Manage projects and tasks assigned to the 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 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.
• Must reside within 60 miles of the Henderson Customer Experience Center.

Nice-to-haves

• Bilingual in English/Spanish is preferred.

Benefits

• Opportunities for career growth and development.
• Commitment to training and diversity.
• Recognition as one of the FORTUNE 100 Best Companies to Work For.