Zone Retailer Aftersales Manager (COL Zone-Columbus, OH area)

COMPANY BACKGROUND

Love. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, 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 with 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 has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

SUMMARY

 Manages the day-to-day activities of the District Parts/Service Managers (DPSMs) as directed by the Zone Director (ZD) with a dotted line to the Regional Parts and Service Manager (RPSM). Has the direct responsibility to work closely with the DPSMs to strengthen DPSM performance. Serves in revenue-generating role 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: • Identifies revenue-generating opportunities and develops plans with the retailers to leverage those opportunities. • Prioritizes retailer parts- and service-related issues for Zone Director (ZD) and District Parts/Service Manager (DPSM) corrective action. • Provides consistent communication to DPSM and retailers on Subaru of America (SOA), Regional, and Zone aftersales initiatives to ensure prioritization and synergy. • 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: • Identifies, develops, and implements appropriate Zone-level marketing activities that are consistent with overall SOA and Region direction. • Communicates national and Regional incentive programs and sales challenges to retailers and provides tracking for consistent follow up by DPSMs. • Ensures that the DPSMs and retailers effectively utilize the Subaru Ad Fund (SAF). • Develops strategic direction with CCAMs to maximize Care Connect capabilities, enhance fixed operations marketing, and ensure that market drivers and online service appointment schedulers are being utilized. Measures and tracks the return on investment (ROI) of these programs. • In conjunction with digital partners, improves fixed operations lead handling, digital marketing processes, and web-based parts and accessory sales. • Capitalizes on Subaru Genuine Parts Wholesale programs to generate incremental parts sales through selective wholesale parts retailers. • 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 Owner Loyalty Program (OLP) and Net Promoter Score (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, original equipment manufacturers (OEMs), and the aftermarket. Confirms that retailers utilize competitive pricing tools when available.
• Serves as the primary interface conce