SUMMARY

As part of our commitment to be more than a car company, Subaru wants to ensure that our customers receive the best automotive experience ever - from purchase throughout the ownership life cycle. This role will ensure that all front-line retailer employees understand the Love Promise and will develop and manage strategies to increase the customer experience at each assigned retailer. Ensures that a Subaru Love Promise experience is present at all of their assigned retailers making this a true brand differentiator. Works in conjunction with our Zone, field personnel, and retailers to implement both training and recognition to retailer leadership and their customer-facing employees.

RESPONSIBILITIES

• Acts as an advocate and ambassador for Subaru and ensures that all customer-facing retailer employees understand the Love Promise.

• Facilitates offsite Love Promise immersion training for retail employees in their respective zone.

• Utilizes OLP, Reputation Management and CAD cases to identify and diagnose retailer opportunities for customer experience improvement to develop an action plan for improvement.

• Develops and communicates corrective 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.

• Proficient at follow-up with retailers that is both persistent but professional to ensure positive change.

• 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.

• Develops and executes the customized retailer training and recognition for the Love Promise program including curriculum and delivery in conjunction with regional and zone personnel.

SKILLS AND ABILITIES

• Strong ability to motivate and inspire

• Excellent interpersonal skills

• Excellent communication skills including ability to communicate well across all levels including with retailer executives

• Proven history of willingness to have difficult conversations while ensuring discussions are constructive and positive

• Adept at presenting training/educational material in a clear and effective format with a history of success of training facilitation

• Proficiency in all Microsoft Office applications including Word, Power Point, and Excel

• Thorough knowledge of retail operations and retail personnel responsibilities, duties, and challenges

• Ability to collaboratively work with internal SOA departments and external partners

• Strong analytical skills

• Creative thinking with willingness to innovate

EDUCATION/EXPERIENCE: BA/BS with 6-8 years of relative experience

JOB GRADE: M1

TRAVEL: 75% with some overnights

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