Regional Customer Experience Manager

$111,500 - $159,200/Yr

Subaru Of America - Camden, NJ

Full-time - Senior

Camden, NJ

Merchant Wholesalers, Durable Goods

About the position

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.

Responsibilities

• Lead a team of four Love Promise Customer Experience Managers (CEMs) to enhance customer experience.
• Build relationships with CEMs and retailers in Love Promise University (LPU).
• Achieve regional goals by coaching CEMs' engagement at the Zone level.
• Conduct retailer training to support CEMs as needed.
• Create goals and measure success of the CEM team and all stores in LPU.
• Monitor progress and identify areas for improvement.
• Collaborate with the Associate Director of LPU to develop training curriculum.
• Solicit feedback from retailers to inform curriculum strategy.
• Develop collaboration plans with CEMs and Regional Product Managers.
• Manage relationships with the Owner Loyalty team for customer feedback access.
• Oversee Net Promoter Score (NPS) and survey exceptions for retailers.
• Represent LPU in meetings and conferences.

Requirements

• Bachelor's degree in a relevant field (BA, BS).
• 8-10 years of experience in the automobile business.
• In-depth knowledge of retail and wholesale automobile operations.
• Strong leadership skills with experience managing teams.
• Excellent verbal and written communication skills.
• Ability to establish strong relationships internally and externally.
• Independent thinker and self-starter with deadline orientation.
• Experience in vendor management and event planning.
• Good understanding of sales operations and Subaru of America (SOA) Field organization.

Nice-to-haves

• Experience with continuous emission monitoring systems.
• Familiarity with vendor management processes.
• Event planning experience.

Benefits

• Profit sharing
• Health insurance
• Dental insurance
• Tuition reimbursement
• Vision insurance
• 401(k) matching
• Employee discount programs