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Manager, Product Development – Digital CRM (Marketing Cloud)

8901 – Corp Office West Crk – 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238


CarMax, the way your career should be! ABOUT THIS JOB:

The Manager is responsible for managing a team of associates through development; the oversight of support; the oversight of the team’s strategic mission within Technology; ensuring the team’s collaboration throughout Technology; and ensuring positive interaction with all customers and external partners. The position requires strong interpersonal, communication, organizational and managerial skills. The Manager is responsible for implementing the mission of their team and influencing the strategic vision and goals of their team through the successful work of their team members. The Manager is responsible for the support of all systems within their team’s area of responsibility.  This includes ensuring that the team is focused on strong customer service, collaborating to successfully resolve conflict with a win-win resolution and that the team’s efforts consistently meet CarMax® business requirements, direction, and standards.


CarMax is looking for an experienced product development manager to lead the digital CRM team that is responsible for B2B and B2C communication with email and SMS utilizing Salesforce Marketing Cloud.



Team Management

Responsible for interviewing, selecting and training associates
Must effectively resolve associate matters
Responsible for day-to-day tactical team decisions
Required to manage multiple tasks and projects simultaneously
Accountable for team’s use and adherence to the CarMax® methodology
Create/maintain team staffing and scheduling, to include time tracking
Demonstrated ability to schedule and execute hardware and software releases
Demonstrated ability to prioritize and assign tactical requests to the team
Associate Development

Responsible for associate development to include providing courageous leadership, motivation to improve team dynamics, mentorship in order to assist the growth of team members and constructive feedback on associate’s work
Responsible for frequent associate File Reviews
Effectively provide associate feedback through regular objective reviews and by writing and delivering Annual Performance Reviews
Working with associates to collaboratively establish an Individual Development Plan and review them on a timely basis
Track associate performance and provide them with appropriate feedback

Leads team through obstacles and time constraints to overcome barriers and successfully deliver results
Influences the work of others to drive department goals and initiatives to successful completion through effective team and project management, customer interaction and IT coordination
Production Support

Provides technical experience related to the position
Ensures that support problems and errors are tracked to ensure appropriate future handling
Lead incident reporting to include postmortems which involves prioritizing enhancements to reduce ongoing support; scheduling support rotations; ensuring that the ticket queues are appropriately managed; and assisting with critical outages at any time
Design and Review

Active participant in project design meetings providing vision and guidance
Applies technical knowledge in specialty areas for position

Salesforce Marketing Cloud experience for both transactional and marketing notification with Email and SMS
Experience with marketing cloud connect
Identify opportunities to optimize and expand the communication effectiveness and efficiency
Understand Salesforce marketing cloud architecture and best practice
Experience with various marketing campaign approaches and KPI
Experience with marketing cloud reporting
Experience with managing dynamic content with marketing cloud
Experience with API integration and data feed with marketing cloud
Demonstrated leadership skills – can apply clear direction and priorities to the team
Demonstrated ability to provide vision – into the big picture
Serves as a role model and leads by example
Inspire and motivate the team
Proven project management skills with proven ability in leading medium to large sized project teams (often multiple projects simultaneously)
Expert ability to understand the business principles and priorities of the supported business channel

Posting: Role (Remote)
“Work location is flexible if approved by the Company except that position may not be performed remotely from Hawaii or Colorado”
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®.



Our Commitment to Diversity and Inclusion:

CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.


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





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

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