Zone Retailer Aftersales Manager (CAL ZONE)

SUMMARY

Manages the day-to-day activities of the District Parts/Service Managers (DPSMs) as directed by the Zone Director with a dotted line to the Regional Parts and Service Manager. Has the direct responsibility to work closely with the DPSMs to strengthen DPSM performance. Is revenue-generating that works on priorities set by regional management and zone management to improve retailer fixed operations performance consisting of parts and accessory sales, improvement of Service Owner Loyalty Program (OLP)/Net Promoter Score (NPS), and improvement of service retention and develops plans to address retailer service capacity; this strategy is also intended to improve bench strength of the current and future Subaru Fixed Operations departments and generate revenue and profit for both the retailer and Subaru of America (SOA). 

PRIMARY RESPONSIBILITIES

• Communication & Prioritization:
  1. Identifies revenue-generating opportunities and develops plans with the retailers to leverage those opportunities.
  2. Prioritizes retailer parts and service-related issues for Zone Director and DPSM corrective action.
  3. Provides consistent communication to DPSM and retailers on SOA, regional and zone after-sales initiatives to ensure prioritization and synergy.
  4. Analyzes the Daily Parts Tempo Report and all appropriate management reports to work with the DPSMs on countermeasures for improvement where needed and to detect revenue opportunities and monitor purchase loyalty.
• Parts & Service Marketing:
  1. Identifies, develops, and implements appropriate zone-level marketing activities that are consistent with overall SOA and Region direction.
  2. Communicates national and regional incentive programs and sales challenges to retailers and provides tracking for consistent follow up by DPSMs.
  3. Ensures that the DPSMs and retailers effectively utilize the Subaru Ad Fund.
  4. Develops strategic direction with CCAMS to maximize Care Connect capabilities, enhance fixed operations marketing, and ensure market drivers and on-line service appointment schedulers are being utilized. Measures and tracks the return on investment (ROI) of these programs.
  5. In conjunction with digital partners, improves fixed operations lead handling, digital marketing processes and web-based parts and accessory sales.
  6. Capitalizes on Subaru Genuine Parts Wholesale programs to generate incremental parts sales through selective wholesale parts retailers.
  7. Supports national accessory group’s efforts with incentives, port packages, new model launch activity, point of purchase, new accessory product ideas and sales process improvement activities at the retail level.
• Customer Retention Performance – Develops processes and programs for the overall Service department to improve owner satisfaction and retention, ultimately driving Service OLP and NPS scores higher. Monitors retailer recall completion compliance.
• Identifies opportunities for new Express Service installations with DPSMs and outside consultants. Conducts follow-ups to ensure that Express Service processes are sustained.
• Utilizes national programs as appropriate (e.g. Digital Inspection process) to drive a consistent customer experience. Ensures competitive parts and service pricing by analysis of each zone retailer’s Express Service, scheduled maintenance, and most popular service offerings (brakes and tires) to guarantee parity with neighboring retailers, OE's and the aftermarket. Confirms that retailers utilize competitive pricing tools when available.
• Serves as the primary interface concerning zone Fixed Operations initiatives and our vendor partners which include Affinitive, Shift Digital, Tire Rack, MSX, DDC, M5, PartsEye and others.

ADDITIONAL RESPONSIBILITIES

• Provides a "one-stop" shop for all things aftersales related, including parts and accessory sales, Care Connect, PartsEye, PRIME, Express Service, and best practices for the customer experience, etc.
• Closely interacts with region and zone management for consistent regional strategy and execution.
• Supports Zone Director with the establishment of performance goals for the DPSMs, as well as provides input and direction during the mid-term review, and assists with writing and final evaluation of the DPSM at year end. 

SKILLS AND PERSONAL ATTRIBUTES 

• Subject matter expert (SME) in parts, service and accessory sales, OLP, Care Connect, PRIME, Express Service, etc. and can educate the retailer body on these programs.
• Ability to effectively manage budgets.
• Exceptional communication skills: articulate, can “think on your feet,” can expertly present to an audience in person and on paper, effectively listens and recognizes the value of others’ perception. Initiates