Subaru Of America - Camden, NJ
posted about 2 months ago
As the Regional Customer Experience Manager at Subaru of America, you will lead a dedicated team of Customer Experience Managers (CEMs) with the goal of making Subaru the top choice for customer experience in the mass market. This role involves providing guidance, coaching, and support to your team while focusing on their professional development. You will build strong relationships with key stakeholders, including the Regional Vice President, Zone Directors, and retail partners, to further the mission of Love Promise University (LPU). Your strategic input will help shape the future curriculum and training platforms that enhance customer engagement and satisfaction. In this position, you will be responsible for achieving regional goals by overseeing the engagement of CEMs at the Zone level and supplementing the training they provide to retailers. You will conduct retailer training sessions, create measurable goals for your team, and continuously monitor progress to identify areas for improvement. Collaboration with various teams, including Regional Product Managers and Retailer Training Managers, will be essential to ensure that the Love Promise University training is effectively integrated into all retailer training initiatives across the region. You will also manage relationships with the Owner Loyalty team to ensure that CEMs have access to valuable customer feedback and data. This includes overseeing the Net Promoter Score (NPS) and managing survey exceptions. Your role will require you to represent Love Promise University in various meetings and conferences, contributing to discussions that shape the future of customer experience at Subaru. Additionally, you will take on special projects, lead national conference preparations, and facilitate training sessions, including on-camera presentations for eLearning content. Your expertise in the retail and wholesale automobile business, combined with your leadership skills, will be crucial in driving the success of the customer experience initiatives at Subaru.