National Owner Loyalty Training Manager

ABOUT SUBARU

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

Maintains responsibility for developing the strategy and managing the operations for Voice of Customer (VOC) programs supporting Subaru retailers including Owner Loyalty Program (OLP) surveys, Reputation Management online reviews, and Love Promise Customer Commitment Awards (LPCCA) Program.

Oversees the analysis, interpretation, and communication of internal and external VOC feedback to all levels of the organization and helps create alignment of strategic priorities, programs, training, and field activities impacting customer experience.

MAJOR RESPONSIBILITIES


* Survey Development, Analysis, & Interpretation: Leads survey development, including survey question design, scoring calculations, and priority items.

Collaborates cross-functionally to analyze Voice of Customer (VOC) data, uncover insights into the customer experience, and identify opportunities for improvement.


* Communicate & Influence: Serves as Subaru of America (SOA) thought leader on customer experience and leverages data/insights to influence alignment of strategic priorities on customer experience.

Provides data/content for National Business Conference (NBC) and facilitates at National Training Conference (NTC), Aftersales Business Conference (ABC), and various other field meetings.

Collaborates with Retail Operations Training and Love Promise University (LPU) to provide relevant insights to develop new training and measure impact to customer experience.


* Vendor/Budget Management: Oversees all vendor relationships including contract negotiations, invoicing, and platform access/prioritization for VOC programs (e.g., Data Recognition Corp, Reputation, Ansira, Experian).

Ensures that all VOC programs perform within budgetary guidelines.


* Operations: Manages all aspects of mailing, processing, reporting, and implementation of business rules for all Owner Loyalty Program (OLP) surveys (e.g., Purchase Electric Vehicle [EV]/Intern...