Retail Relationship Marketing Manager

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

Maintains responsibility for the management of Subaru Retailer's multichannel customer communication platform, which includes Care Connect, Schedule Connect, News Connect and Trade Up Advantage. Ensures that all platforms provide a cutting-edge, well-supported solution for a retailer that is fully integrated with Subaru's brand marketing messages and initiatives. Drives the evolution of the Care Connect Program to give Subaru retailers the flexibility and ability to strengthen customer relationships, enhance engagement, and deliver measurable business results through targeted, personalized communications.

Primary Responsibilities

•    Determines and oversees the strategy, creative assets (print, digital, video), reporting and analyses of program performance, and Customer Relationship Management (CRM) platform direction in collaboration with key stakeholders that include: Sales, Product Launch and Love Promise events, Service, Subaru Parts Online, Subaru Express Service and Accessories promotions and integrations, Digital Service Technology and Service Pulse integrations, Subaru Added Security (SAS), Certified Pre-Owned (CPO), and Just Drive promotions.
•    In partnership with Fixed Operations, manages the Service Owner Touch triggered maintenance reminder program (Schedule Connect) and supports overall service retention strategies/objectives.
•    Manages the direction of Subaru's equity mining tool, the Trade Up Advantage program (STUA). This includes establishing STUA integrations with other platforms such as retailer websites, MySubaru, Pinnacle incentives, and Internet Lead Management. Leads the strategic oversight of STUA including program branding, the development of on-demand and triggered email and direct mail templates, customer handouts, and individual quote features. Responsible for Field and retailer education and training, process support, new feature development, reporting and analyses, and promotional support including point of purchase (POP) materials.
•    Works in conjunction with the Tier 1 Email Marketing team to align communication strategy, segmentation, and cadence by determining what messaging should come from the brand and what should come from Subaru retailers.
•    Oversees Tier 3 (T3) editorial calendar and templated articles for retailer customizable one-to-one email newsletter product, News Connect. Sets strategy and manages enhancements with the goal of improving customer engagement.
•    Manages extensive data integrations between T3 marketing vendors and Subaru of America (SOA) Information Technology (IT) (MySubaru, Telematics, Impact, STARS, Siebel, DDMS, Oracle Business Intelligence [OBI], and Single Sign-On [SSO]/data security issues) and other vendor partners.
•    Regularly measures effectiveness of platforms and provides insights into sales opportunities adding value and further optimizing programs. Reports Key Performance Indicators (KPIs) and program progress to all key stakeholders including SOA executives, National Retail Advisory Board (NRAB), Field, and retailers.
•    Serves as cross-functional stakeholder lead with comprehensive oversight of vendor and its field force, retailer invoicing, data security, Master Service Agreement (MSA) contract, Dealer Management System (DMS) issues, onboarding stakeholders, NRAB, and setting engineering priorities. Serves as a liaison to other internal SOA groups, such as Legal and IT, to ensure that goals are accomplished. Holds vendors accountable to Service Level Agreements (SLAs).
•    Sets and manages the direction of vendor support team consisting of over twenty (20) account managers who work with Subaru retailers as consultants on the Care Connect suite of products.
•    Manages development of SOA Field training and leads consulting on development of