Love Promise Customer Experience Manager (DFW Zone)

SUMMARY
As part of our commitment to be more than a car company, Subaru wants to ensure that our customers receive an extraordinary experience-- from purchase throughout the ownership life cycle. The Love Promise Customer Experience Manager works in conjunction with our Zone, field personnel, and retailers to implement Love Promise University training to retailer management and their customer-facing team members. Market Territory: Dallas, TX Zone
PRIMARY RESPONSIBILITIES 
 

• Acts as an advocate and ambassador for Subaru and ensures that all customer-facing retailer employees understand the Love Promise University mission.
• Facilitates offsite Love Promise University customer experience training for retail employees in their respective Zone.
• Utilizes Owner Loyalty Program (OLP), Reputation Management, and Customer Advocacy Department (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 for retailer management and personnel for customer experience improvement. Ensures that plans include details about issues including employees and processes so that retailer leadership can understand and address. The primary contact for Love Promise Champions for all things LPU.
• Demonstrates proficiency at follow-up with retailers that is both persistent but professional to ensure positive change. Utilizes incentives to help encourage desired behavior and actions.
• 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 and event planning in conjunction with Regional and Zone personnel.

ADDITIONAL RESPONSIBILITIES
 

• Lead an active role in planning and preparation for national, regional and zone conferences and at times facilitate in front of a large audience.
• Facilitate training on camera/video.

QUALIFICATIONS

• Bachelor's Degree required
• At least 6-8 years required
• Strong ability to motivate and inspire.
• Excellent interpersonal skills.
• Excellent communication skills including ability to communicate well across all levels including 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, PowerPoint, and Excel.
• Thorough knowledge of retail operations and retail personnel responsibilities, duties, and challenges.
• Ability to collaboratively work with internal Subaru of America (SOA) departments and external partners.
• Strong analytical skills.
• Creative thinking with willingness to innovate and collaborate.

WORK ENVIRONMENT & TRAVEL REQUIRED: 

• Physical Requirements: Ability to lift up to 20 lbs.
• Travel Required: Up to 75%
• Driving Required: Must possess a valid driver's license and maintain a driving record that is acceptable or probationary under the SOA Driving Record Evaluation Criteria Policy. Must enroll and maintain approval by internal risk management to operate company vehicles.

COMPENSATION: The recruiting base salary range for this full-time position is $94,800 - $125,000 / 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 grade: M1) 
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, and 5 Sick days, and 9 Company Holidays
• Tuition Reimbursement Program: Fifteen-Thousand-dollar 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 to learn more about our compensation and benefit programs.

ABOUT SUBARU:

LOVE. It’s what makes Subaru, Subaru®. As a leading auto brand in the U.S., 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 through 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 continues to push the boundaries of automotive engineering to deliver vehicles that blend performance, utility, and adventure.

Our culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment where team members are encouraged to bring their unique perspectives and expertise together to create exceptional experiences for our customers.