Customer Advocacy Strategy & Planning Manager

Subaru•Camden, NJ

3d•$120,000 - $130,000•Hybrid

About The Position

Supports Subaru of America's Customer Advocacy Department (CAD) in setting strategy, shaping communications, and driving organizational excellence. Reports directly to the Vice President – Customer Advocacy and serves as a key member of the CAD leadership team. Leads strategic planning, oversees the Strategy and Communications functions, and ensures alignment across major enterprise initiatives while driving both near-term performance and long-term transformation. Acts as the primary liaison between CAD and enterprise partners, including Information Technology and key cross-functional committees, ensuring alignment, visibility, and execution of strategic priorities.

Requirements

Must be able "to get big things done"
Be a strategic thinker
Have impeccable attention to detail and quality
Have strong project management skills
Understand data and how to use it to tell a compelling story
Enjoy working in a fast-paced environment
Demonstrated leadership and ability to manage competing priorities in a complex and dynamic environment.
Strategic thinker with proven ability to operationalize strategy.
Concise communicator with ability to clearly articulate direction with defined goals and present solutions in a professional and easily digestible manner.
Excellent organizational and project management skills, including familiarity with best practices, project management tools, and planning frameworks.
Experience with large-scale transformations and challenging assumptions and current practices with a data-driven approach.
Engagement expertise, storytelling skills, and passion for delighting customers, advocating on their behalf, creating great customer experiences, and understanding the linkage between these experiences and business success.
Strong business acumen, with the ability to understand the parts of the business and their interrelationships. This includes skill in understanding the industry, competition, and expected future developments and challenges, the business's competitive strengths and weaknesses, opportunities to grow the business, and awareness of the environment for opportunities.
Demonstrated ability to articulate vision and influence decisions, balancing empathy for different voices while driving value-based decision-making.
Strong attention to detail and highly organized, with ability to operate with ease at all levels from strategy to execution.
High curiosity to learn more and brainstorm creative solutions.
Bachelor's Degree required.
8-10 years of relevant experience required.

Nice To Haves

Master's Degree (MBA) or other advanced degree preferred

Responsibilities

Defines and leads strategic, cross-functional projects from ideation through delivery.
Translates high-level strategic objectives into a clear plan for execution.
Aligns stakeholders on shared outcomes, defines the work to be done, organizes the teams and timelines for delivery, and identifies catalysts and roadblocks to ensure success.
Develops and maintains responsibility for Customer Advocacy Department's (CAD's) 3-year strategic plan.
Presents strategic initiatives/projects to executive leaders to ensure alignment with global corporate initiatives.
Leads the Strategy and Communications functions within CAD, ensuring alignment of priorities, messaging, and execution across the department.
Manages and develops direct reports, including the Customer Advocacy Project Manager and Customer Advocacy Communications Manager.
Serves as the CAD representative on enterprise-wide initiatives and committees, including (but not limited to) G1, Customer Data Strategy, OPS Committee, and SOAR Committee.
Acts as the primary IT liaison for CAD, partnering with Technology teams to prioritize, scope, and deliver system enhancements and capabilities.
In partnership with CAD Directors and Managers, facilitates the weekly and monthly strategy sessions.
Collaborates with Accounting on the annual CAD budget, providing guidance on changes as the needs of the business change.
Plans innovative customer service strategies to enhance the low effort customer experience, improve service level and efficiency, and increase loyalty and ultimately Net Promoter Score (NPS).
Monitors medium- to long-term business trends/outlooks, gathering competitive intelligence to contribute to strategic business planning discussions with the CAD leadership team.
Ensures consistent and effective communication strategies across CAD, aligning internal and external messaging with organizational priorities and customer experience objectives.
Utilizes data-driven frameworks and problem-solving creativity to navigate competing priorities, address potential roadblocks, and ensure the right balance between speed and precision when delivering results.
Enables clear communication strategies to support change adoption across CAD and key stakeholders.
Leads and drives change management processes and executes proficiently in a transformational environment.
Partners with Human Resources to ensure that effective change management techniques are being leveraged when implementing new initiatives.
Uses the Voice of Our Stars data to identify action plans to address opportunities to increase associate satisfaction and engagement.