Love Promise Customer Experience Manager (Orl Zone)

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®.

SUMMARY

As part of our commitment to be more than a car company, Subaru wants to ensure that our customers receive an extraordinary experience- from purchase throughout the ownership life cycle. The Love Promise Customer Experience Manager works in conjunction with our Zone, field personnel, and retailers to implement Love Promise University training to retailer management and their customer-facing team members.

PRIMARY RESPONSIBILITIES

• Utilizes OLP, Reputation Management and Customer Advocacy Department (CAD) cases to identify and diagnose retailer opportunities for customer experience improvement.
• Acts as an advocate and ambassador for Subaru and ensures that all customer-facing retailer employees understand the Love Promise Customer Commitment and Love Promise Community Commitment.
• Proficient at follow-up with retailers that is positive and professional to ensure impactful, measurable improvements.
• Develops and executes the Love Promise University customized retailer training including curriculum and delivery, in conjunction with regional and zone personnel.
• Develops strong relationships with the retailer Love Promise Champions and finds creative ways to recognize their work (where applicable)
• Produces Contact reports promptly for all retailer visits. Shares noteworthy contact reports with National Sales Training and Field Operations.
• Monitors improvements and declines in retailer performance and provides recognition and counseling for retailer management and individuals.
• Work with the zone field team to develop and communicate action plans and strategies to retailer management and personnel for customer experience improvement. Ensure plans include details about issues including employees and processes so that Retailer leadership can understand and address

ADDITIONAL RESPONSIBILITIES

• Participate in all zone related activities to develop strong relationships with the team
• Represent Love Promise University at all relevant SOA national, regional and/or zone meetings

REQUIRED SKILLS AND ABILITIES

• Excellent communication skills including ability to communicate well across all levels including with retailer executives
• Ability to collaboratively work with internal SOA departments and external partners
• Strong analytical skills
• Adept at presenting training/educational material in a clear and effective format with a history of success of training facilitation
• Strong ability to motivate and inspire
• Creative thinking with willingness to innovate
• Proven history of willingness to have difficult conversations while ensuring discussions are constructive and positive
• Thorough knowledge of retail operations and retail personnel responsibilities, duties, and challenges
• Proficiency in all Microsoft Office applications including Word, Power Point, and Excel
• Excellent interpersonal skills

WORK ENVIRONMENT & TRAVEL REQUIRED: Ability to lift up to 20 lbs. and up to 75% travel

EDUCATION & EXPERIENCE REQUIREMENTS: 4-year college degree (BA, BS) and 6-8 years' experience

Must possess a valid driver's license and maintain a driving record that is acceptable or probationary under the SOA Driving Record Evaluation Criteria Policy. Must be approved as an "Authorized Driver" by Risk Mgmt. to operate company vehicle prior to vehicle operation.

SALARY RANGE: The recruiting base salary range for this full-time position is $86,700 - $123,800 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal grade: M1)