Love Promise Customer Experience Manager (MSP Zone) Minneapolis Area

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: Minneapolis, MN 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 Rec