Sr. Manager, CRM Administration

Be essential at Cars Commerce

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.  

No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.

But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

The Sr. Manager, CRM Administration is responsible for all administration activities that happen within the CARS, Inc Salesforce environment. The ideal candidate is positive, solution-oriented,  and understands Salesforce features, functions, and best practices. 

They will work to grow the talent on their team ensuring that they are following best practices and providing an excellent customer experience throughout CARS, Inc. The person also serves as a liaison between Technology and many other departments throughout CARS, Inc. on projects and everyday maintenance/requests. 

Responsibilities include:

• The Manager, CRM Administration is responsible for all aspects of managing Salesforce including administration, implementation, resourcing, and maintenance
• Managing a team of Salesforce administrator  professionals responsible for ideation, design, delivery, and maintenance of configurable  solutions
• Partnering with the Manager, Software Engineering (CRM) and business partners to keep our Salesforce instance running smoothly as CARS, Inc. continues to grow and scale
• Demonstrating  a fundamental understanding of how users interact with Salesforce and the best ways to enable their success
• Design and configure secure, scalable solutions on Salesforce, which includes products such as Sales Cloud, Service Cloud, CPQ & Billing, Experience Communities, and 3rd Party App Exchange Products
• Identifying, defining, measuring, and reporting KPIs to ensure the team is performing at exceptional levels
• Responsible for all aspects of managing the CRM administrator team including capacity planning, resource allocation, status reporting, mentorship, and talent development
• Monitor CRM team projects to ensure they meet business needs, have the right team members involved, and are completed on time
• Identify common user issues, understand root causes, and work with the business to ensure proactive resolution
• Serve as a Salesforce subject matter expert for teams and external services vendors that interact with the Salesforce
• Ensure all work is SOX compliant

REQUIRED SKILLS & EXPERIENCE

• 8+ years of established leadership experience in Salesforce administration and team management within a larger project team
• Able to work in a fast-paced environment, multi-task, prioritize multiple projects, and be a proactive problem solver

• Able to lead and drive complex operational initiatives and can demonstrate an ability to create clarity for their team
• Track record of Salesforce.com experience as an administrator with extensive knowledge of Sales Cloud and Service Cloud, preferably in an instance with 500+ end-users
• Strong communication skills, including the ability to summarize complex system functionality for the business user
• Experience in Agile environments and knowledge of Agile development practices and a sprint del