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CARMAX Sr. Digital Communications Consultant in Kennesaw, Georgia

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be!

The Sr. Consultant, Digital Communications role will execute & monitor all customer email / SMS activity and measure impact of all email campaigns. They will review all outgoing communications (letters, email, SMS, push notifications/app) for consistency in communications across all customer communication methods (letters, email, SMS) to ensure consistent branding, voice and tone. This role will partner closely with the Centralized letter vendor support team (CCST) to trouble shoot and remediate any issues in execution or delivery of customer email and/or text communications.

What you will do

  • Monitor and execute multiple, simultaneous campaigns through company letter systems (SalesForce portal and CEDAR portal). Ensure timely sends and conduct root cause to remediate any issues or late data to ensure compliance with service level agreements.

  • Execute new/updates to digital communications (Letters, email / SMS) in communication portal to support future strategies and partner with Manager and Designer to champion growth and continuous improvement of brand consistent campaigns

  • Evaluate and evolve existing segmentation to create impactful omni-channel campaigns by customer preference versus by channel.

  • Perform A/B testing for new communications and confirm/modify content and/or timing for best possible results and monitor all campaigns, support audits and any associated remediation.

  • Create and maintain reporting to ensure end to end visibility and impact toward campaign goals

  • Analyze and track key metrics (such as open, click, action) with the ability to clearly articulate / present results.

Purpose of the Role

At CarMax Auto Finance, we are committed to providing an iconic customer experience and communicating effectively to our customers is a critical element. The ideal candidate for this role must have a proven track record of overseeing digital systems or email workflows, be self-motivated and highly organized, and the ability to create sound communications leveraging exceptional written communication skills, leverage and foster positive internal and external relationships. They will execute new and existing communication strategies via multiple channels to help improve customer education, engagement and repurchase.

Qualifications and Requirements

  • Two (2) year Associates Degree and/or 3-4 years in a comparable role

  • Experience using digital CRM (SalesForce, Marqueto or similar preferred).

  • Proven experience creating and driving multiple strategies to improve customer journeys.

  • Experience fostering positive stakeholder relationships and setting expectations for deliverables.

  • Ability to analyze data and trending to make recommendations and drive decisions.

  • Extreme attention to detail coupled with the ability to work with all levels of an organization; teamwork is crucial to the success of this role.

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.