Customer Experience Manager

CarMax - Richmond, VA

Full-time - Mid Level

Richmond, VA

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

The Customer Experience Manager at CarMax is responsible for leading a team of Customer Experience Consultants to deliver an exceptional customer experience. This role emphasizes coaching, developing team members, and managing business metrics to ensure high levels of customer satisfaction and sales performance. The manager will foster a collaborative and engaging work environment while overseeing various projects and tasks assigned to the team.

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 (sales, service levels, staffing, etc.).
• 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.

Benefits

• Opportunities for career growth and development.
• Commitment to training and diversity.