Express Service Program Manager

SUMMARY

Manages the implementation and sustainment of the Subaru Express Service initiative as well as the development and launch of Subaru ExpressPlus.

Maintains responsibility for service operations and process improvements in support of increasing customer retention, customer satisfaction, retailer throughput, and profitability.

MAJOR RESPONSIBILITIES


* Manages and nurtures relationships with vendors associated with the Express Service Program, ensuring their alignment with Subaru's quality and performance standards and retailers' needs.

Maintains responsibility for retailer invoicing, tracking, and reporting.


* Oversees and manages applicable Express Service Program components and collateral materials, including retailer / marketing point of purchase (POP), field launch, testimonials, and ongoing communications.

Analyzes key performance indicators (KPIs) and trends to identify top-performing retailers for the development of testimonials and creation of marketing materials.

Creates, maintains, and supports the development of retailer process manuals, resource documentation, and training materials for Express Service to support service growth and service owner retention.

Leads and orchestrates ongoing training support and coaching.


* Manages Express Service Program budget and determines optimum resource allocation to meet business goals.


* Develops and maintains reports and defines KPIs and metrics related to Express Service, with the purpose of selection and analysis for data-based decision making and strategic development.

Communicates regular updates on performance of key initiatives to identify opportunities directly impact aftersales performance.

Partners with Information Technology (IT) and vendors to analyze service trends and provide insights that drive proactive customer outreach.

Supports executive meetings with applicable data, creating decks as needed.


* Acts as a liaison and provides support to Regional and Zone field staff, including actively participating in organizational and training meetings (such as Express Management workshops, in-house vendor training, National Training Conference [NTC], and National Business Conference [NBC]) to promote Express Service Program adoption and effective communication and collaboration.

Visits retailers and monitors vendor performance as needed to ensure that process is within guidelines.

Equips field teams and retailers with processes, tools, and best practices to increase service appointments and revenue.


* Plans, develops, implements, and sustains strategies related to retailer service and operational processes for Express Service, ensuring alignment with Subaru's goals and objectives.


* Works closely with others in the Loyalty & Aftersales and Service Departments on developmental and operational aspects of the Express Service Program, including Aftersales Marketing, Parts Sales, and Loyalty & Aftersales Training, as well as other Subaru of America (SO...