National Loyalty & Aftersales Performance Manager

SUMMARY

Leads the strategy, operations, technology, and vendor partnerships that support Subaru of America's aftersales business objectives, including service owner retention, retailer service capacity expansion, service and retailer profitability, customer experience, and demand generation. Serves as the primary Aftersales representative and key contributor to cross-functional initiatives involving Subaru of America (SOA), Subaru Corporation (SBR), and North American Subaru, Inc. (NASI), driving the development, deployment, and monetization of future vehicle technologies that enhance customer engagement and long-term retention. Provides organizational leadership through the management and development of manager-level direct reports, ensuring alignment with corporate objectives and sustained business growth. 

MAJOR RESPONSIBILITIES

• Identifies, develops, implements, and maintains initiatives at the retailer level regarding service operations that impact service growth, retailer profitability, owner service retention, and the customer experience, such as: Express Service, Digital Service Technology,

• Leads the strategic direction and creates alignment for the activities of direct reports, including other managers with responsibility for programs, to achieve department goals.
• Manages vendor relationships associated with the programs.
• Manages applicable program components and collateral materials such as Marketing POP (Point of Purchase), Field launch and ongoing communications, vendor and retailer invoicing, tracking and reporting, etc.
• Works closely with stakeholders in the Fixed Operations and Service departments on developmental and operational aspects of the programs as applicable - i.e. Fixed Operations Marketing, Part Sales, and Fixed Operations Non-Technical Training as well as other Subaru of America (SOA) departments with connections to the processes, such as Market Development on capacity, Express Service and Open Point support.
• Effectively manages program budgets.
• Develops and manages reporting elements on key metrics related to retailer Aftersales Business Performance (i.e. service owner retention, service customer satisfaction, retailer parts and service revenue growth, retailer Fixed Operations personnel turnover, service capacity, etc.).
• Serves as liaison and support to Regional and Zone Field staff, including participating in organizational and training meetings regarding associated programs.
• Leads and coordinates G1 activities for Loyalty and Aftersales. These activities broadly collaborate with SOA, SBR, and NASI.  

ADDITIONAL RESPONSIBILITIES

• Plans and prepares for meetings including Aftersales Business Conference (ABC), National Training Conference (NTC), and National Business Conference (NBC).

• Visits retailers and monitors vendor performance as needed to ensure that retail processes are within guidelines and that tools are working effectively.
• Supports Executive meetings with applicable data and creates presentation decks as needed.

REQUIRED SKILLS & PERSONAL QUALIFICATIONS

• Understanding of key financial metrics and processes of retailers' Parts and Service Operations including Dealer Management Systems (DMS).

• Retailer-facing fixed operations experience at original equipment manufacturer (OEM) at the Region/Zone/District level.
• Experience with budget and expense tracking.
• Ability to balance multiple priorities and to prioritize projects.
• Analytical and strategic planning skills.
• Proficiency with Excel.
• Excellent verbal and written communication skills throughout all levels of business, including negotiation of contracts with vendors and distributors.

EDUCATION & EXPERIENCE REQUIREMENTS: Bachelor's degree required with at least 8-10 years of relevant experience regarding Retail, Original Equipment (OE), and/or Aftermarket required; Master's in Business Administration (MBA) preferred. 

WORK EXPERIENCE

• Office Location: Camden, NJ apart of the Greater Philadelphia Area (Philly)

• Hybrid Role: Hybrid Role - Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]

   

COMPENSATION: The recruiting base salary range for this full-time position is $130,000 - $155,000 / 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 Job Grade: M2)

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, 5 Sick days, and 9 Company Holidays

• Tuition Reimbursement Program: $15,000 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 for additional information about our compensation and benefit programs.

ABOUT SUBARU

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.