COMPANY BACKGROUND

Love. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

SUMMARY

Leads a team of highly talented zone Customer Experience Managers (CEM) on a mission to make Subaru #1 in customer experience for the mass market. Provides guidance, coaching, and assistance to CEMs while also focusing on their career development. Builds strong, mutually beneficial relationships with the Regional Vice President (RVP), Zone Directors, Field teams, Subaru of America (SOA), retailers, and vendor partner(s) to continue to evolve the Love Promise University (LPU) mission. Strategizes with the LPU team on future curriculum, platforms, and more.

MAJOR RESPONSIBILITIES

• Leads a Region-based team of four (4) Love Promise Customer Experience Managers (CEMs). This entails building relationships with the CEMs and the retailers in Love Promise University (LPU). Maintains responsibility for achieving Regional goals by coaching the CEMs’ engagement at the Zone level and overseeing and supplementing the LPU training that the CEMs provide to retailers.

• Works with Regional colleagues (Regional Vice President [RVP], Zone Directors, and Field teams) and Customer Experience Managers to determine which retailers should be onboarded and sustained within Love Promise University. Conducts retailer training to support the CEMs and as needed due to CEM availability.

• Creates goals and measures success of CEM team and all stores in Love Promise University. Aligns goals with those of the Region and Zones. Continuously monitors progress and areas for improvement.

• Strategizes with the Associate Director, Love Promise University on developing and evolving the Love Promise University training curriculum. Solicits feedback from retailers and Field, provides input as to what curriculum is needed on a Regional and retailer level, and uses their perspective to inform the broader curriculum strategy.

• Develops plans and strategies for collaboration with the CEMs and Regional Product Managers and Zone Retailer Training Managers in order to work together on incorporating Love Promise University, the HEART pillars, and more into all retailer training across the Region. Ensures that the teams from the Regions and Retailer Operations Training are working cohesively together.

• Manages a strong relationship with the Owner Loyalty team to provide the best tools and data for the CEMs and others to easily access retailer Voice of Customer comments through the Owner Loyalty website and the Reputation platform. Manages the Net Promoter Score (NPS)/Owner Loyalty Program (OLP)/ Love Promise Customer and Community Commitment Award (LPCCA) retailer survey exceptions by working with their Region on any retailer OLP surveys that should be excluded from the retailer OLP scores for extenuating circumstances.

• Represents Love Promise University in all relevant meetings including Retailer Advisory Board (RAB), National Business Conference (NBC), National Training Conference (NTC), Aftersales Business Conference (ABC), Executive Kick Off meetings, and more.

  ADDITIONAL RESPONSIBILITIES

• Completes special projects such as Love Promise Champion events, eNPS initiatives, retailer recruitment strategies, Owner Loyalty integrations, etc.

• Leads an active role in planning and preparation for national conferences and at times facilitates training in front of a large audience.

• Performs on-camera to facilitate training to capture eLearning content and other various training initiatives.

• As needed, provides training support for areas outside LPU such as Product and Sales Training.

  REQUIRED SKILLS & PERSONAL QUALIFICATIONS

• In-depth knowledge of the retail and wholesale automobile business.

• Experienced and strong leader of people.

• Ability to prioritize networking opportunities.

• Excellent verbal and written communications skills.

• Ability to establish strong, mutually beneficial relationships internally and externally within the organization.

• Independent thinker, self-starter, and deadline oriented.

• Ability to prepare and facilitate presentations to influence all levels of the organization and retailer network.

• Excellent vendor management skills.

• Solid event planning skills.

• Good understanding of retailer fixed operations, sales operations, and knowledge of Subaru of America (SOA) Field organization.

  EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) and 8-10 years' experience

  WORK ENVIRONMENT

• Required Travel: 60-75%

• Extensive computer work

• Lift up to 10-20 lbs

• Must possess a valid driver’s license and maintain a driving record that satisfied the requirements of SOA Driving Record Evaluation Criteria Policy. Must be approved as an “Authorized Driver” by Risk Management to operate vehicles prior to vehicle operation. Must be able to drive a manual transmission vehicle.

  COMPENSATION: The recruiting base salary range for this full-time position is $111500 - 159200 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: M2 EXEMPT) In addition to competitive salary, Subaru offers an amazing benefits package that includes:

• Medical, Dental, Vision Plans

• Pension, Profit Sharing, and 401K Match Offerings

• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days.

• Tuition Reimbursement Program

• Vehicle Discount Programs

• See our Careers landing page for additional information about our compensation and benefit programs.