National Loyalty & Aftersales Performance Manager

Subaru•Camden, NJ

1d•Hybrid

About The Position

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.

Requirements

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.
Bachelor's degree required with at least 8-10 years of relevant experience regarding Retail, Original Equipment (OE), and/or Aftermarket required.

Nice To Haves

Master's in Business Administration (MBA) preferred.

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.
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.