National Loyalty & Aftersales Performance Manager

SUMMARY

Leads the strategy operations technology and vendor partnerships that support Subaru of Americas aftersales business objectives including service owner retention retailer service capacity expansion service and retailer profitability customer experience and demand generation. Serves as the primary Aftersales representative and key contributor to cross-functional initiatives involving Subaru of America (SOA) Subaru Corporation (SBR) and North American Subaru Inc. (NASI) driving the development deployment and monetization of future vehicle technologies that enhance customer engagement and long-term retention. Provides organizational leadership through the management and development of manager-level direct reports ensuring alignment with corporate objectives and sustained business growth.

MAJOR RESPONSIBILITIES

• Identifies develops implements and maintains initiatives at the retailer level regarding service operations that impact service growth retailer profitability owner service retention and the customer experience such as: Express Service Digital Service Technology

• Leads the strategic direction and creates alignment for the activities of direct reports including other managers with responsibility for programs to achieve department goals.
• Manages vendor relationships associated with the programs.
• Manages applicable program components and collateral materials such as Marketing POP (Point of Purchase) Field launch and ongoing communications vendor and retailer invoicing tracking and reporting etc.
• Works closely with stakeholders in the Fixed Operations and Service departments on developmental and operational aspects of the programs as applicable - i.e. Fixed Operations Marketing Part Sales and Fixed Operations Non-Technical Training as well as other Subaru of America (SOA) departments with connections to the processes such as Market Development on capacity Express Service and Open Point support.
• Effectively manages program budgets.
• Develops and manages reporting elements on key metrics related to retailer Aftersales Business Performance (i.e. service owner retention service customer satisfaction retailer parts and service revenue growth retailer Fixed Operations personnel turnover service capacity etc.).
• Serves as liaison and support to Regional and Zone Field staff including participating in organizational and training meetings regarding associated programs.
• Leads and coordinates G1 activities for Loyalty and Aftersales. These activities broadly collaborate with SOA SBR and NASI.

ADDITIONAL RESPONSIBILITIES

• Plans and prepares for meetings including Aftersales Business Conference (ABC) National Training Conference (NTC) and National Business Conference (NBC).

• Visits retailers and monitors vendor performance as needed to ensure that retail processes are within guidelines and that tools are working effectively.
• Supports Executive meetings with applicable data and creates presentation decks as needed.

REQUIRED SKILLS & PERSONAL QUALIFICATIONS

• Understanding of key financial metrics and processes of retailers Parts and Service Operations including Dealer Management Systems (DMS).

• Retailer-facing fixed operations experience at original equipment manufacturer (OEM) at the Region/Zone/District level.
• Experience with budget and expense tracking.
• Ability to balance multiple priorities and to prioritize projects.
• Analytical and strategic planning skills.
• Proficiency with Excel.
• Excellent verbal and written communication skills throughout all levels of business including negotiation of contracts with vendors and distributors.

EDUCATION & EXPERIENCE REQUIREMENTS:Bachelors degree required with at least 8-10 years of relevant experience regarding Retail Original Equipment (OE) and/or Aftermarket required; Masters in Business Administration (MBA) preferred.

WORK EXPERIENCE

• Office Location: Camden NJ apart of the Greater Philadelphia Area (Philly)

• Hybrid Role: Hybrid Role - Remote work 2 days per week (after 90 days) Wednesdays & Fridays

COMPENSATION: The recruiting base salary range for this full-time position is $130000 - $155000 / year. Within the range individual pay is determined by factors including job-related skills experience and relevant education or training. Additionally this role is bonus-eligible with a target bonus percentage that provides an opportunity to earn even more based on your performance.(Internal Job Grade: M2)

WHY JOIN US In addition to competitive salary Subaru offers an amazing benefits package that includes:

Total Rewards & Benefits:

• Medical Dental Vision Plans

• Pension Profit Sharing and 401K Match Offerings

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

• Tuition Reimbursement Program: $15000 yearly benefit

• Vehicle Discount Programs

Learning & Development:

• Professional growth and development opportunities

• Direct partnership with senior leadership

• Formal Mentorship Program

• LinkedIn Learning License

Visit our careers landing page for additional information about our compensation and benefit programs.

ABOUT SUBARU

Love. Its 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. Thats 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.

Subarus 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.