Customer Advocacy Strategy & Planning Manager

Summary

Supports Subaru of America's Customer Advocacy Department (CAD) in setting strategy, shaping communications, and driving organizational excellence.

Reports directly to the Vice President - Customer Advocacy and serves as a key member of the CAD leadership team.

Leads strategic planning, oversees the Strategy and Communications functions, and ensures alignment across major enterprise initiatives while driving both near-term performance and long-term transformation.

Acts as the primary liaison between CAD and enterprise partners, including Information Technology and key cross-functional committees, ensuring alignment, visibility, and execution of strategic priorities.

Core Requirements of the Ideal Candidate


* Must be able "to get big things done"


* Be a strategic thinker


* Have impeccable attention to detail and quality


* Have strong project management skills


* Understand data and how to use it to tell a compelling story


* Enjoy working in a fast-paced environment

Primary Responsibilities

Leadership and Influence:


* Defines and leads strategic, cross-functional projects from ideation through delivery.


* Translates high-level strategic objectives into a clear plan for execution.


* Aligns stakeholders on shared outcomes, defines the work to be done, organizes the teams and timelines for delivery, and identifies catalysts and roadblocks to ensure success.


* Develops and maintains responsibility for Customer Advocacy Department's (CAD's) 3-year strategic plan.


* Presents strategic initiatives/projects to executive leaders to ensure alignment with global corporate initiatives.


* Leads the Strategy and Communications functions within CAD, ensuring alignment of priorities, messaging, and execution across the department.


* Manages and develops direct reports, including the Customer Advocacy Project Manager and Customer Advocacy Communications Manager.


* Serves as the CAD representative on enterprise-wide initiatives and committees, including (but not limited to) G1, Customer Data Strategy, OPS Committee, and SOAR Committee.


* Acts as the primary IT liaison for CAD, partnering with Technology teams to prioritize, scope, and deliver system enhancements and capabilities.

Operational Excellence Guidance:


* In partnership with CAD Directors and Managers, facilitates the weekly and monthly strategy sessions.


* Collaborates with Accounting on the annual CAD budget, providing guidance on changes as the needs of the business change.


* Plans innovative customer service strategies to enhance the low effort customer experience, improve service level and efficiency, and increase loyalty and ultimately Net Promoter Score (NPS).


* Monitors medium- to long-term business trends/outlooks, gathering competitive intelligence to contribute to strategic business planning discussions with the CAD leadership team.


* Ensures consistent and effective communication s...