Love. It’s what makes Subaru, Subaru®. And as the seventh largest 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 ®.
SUMMARY
Responsible for the delivery of high-quality engaging, informative, and accurate coaching and education of all non-technical Retailer, District, and Zone Staff, and for acting as the zone subject matter expert for the Subaru brand, processes, initiatives, carlines, and vehicle technologies.
RESPONSIBILITIES
- Develop and execute training engagements to support on-boarding, new-product launches, and as-needed training through a variety of training mediums including in-person, on-car, and web/virtual engagements.
- Identify training gaps and needs for the zone through analysis of OBI reports, internal research, and third-party studies.
- Responsible for reviewing, monitoring, and administrating any initiatives in both Service and Purchase OLP and Service and Purchase NPS. Collaborate with zone staff in development of improvement strategies and plans (including PFS) based on OLP and NPS scores.
- Prioritizes District/Retailer needs for most effective execution of product training, sales process training and customer experience improvement.
- Closely collaborate with other Zone, Regional, and National Training teams to support initiatives that inform, educate, and evaluate Zone, District, and Retail Staff.
- Support Regional and National Training Initiatives including, but not limited to National Training Conference (NTC), National Business Conference (NBC), Retailer Driving Programs (RDP), Love Encore STAR Academies, EV Certification Programs, and Fixed Operations engagements.
- Manage zone seat fill rates for EV Certifications, Love Encore STAR Academies, Retailer Driving Programs, and other Zone/Local engagements
- Go-to expert in the zone for all Subaru Brand, Product, Technology, and Skill related curriculum – including Love Encore and Starlink. Understands and can explain basic automotive theories, emerging technologies, competitive products, and general automotive industry trends.
- Manage and oversee additional initiatives and projects as assigned by the zone director – including overseeing vendor personnel (such as Shift Digital), Call Tracking and Phone initiatives, NPS, and Starlink as examples.
- Contribute to ensuring overall customer experience improvement initiatives through training support and collaboration with Customer Experience Teams.
- Contributes to overall fixed operations (non-technical) improvement initiatives through training support and collaboration with Aftersales Teams.
- Coordinates and/or provides support at marketing events, displays, and auto shows as needed.
- Consummate expert of the navigation and reporting within OBI, PINNACLE and Foundations systems. Coach others in successful usage.
- Manage Zone training budget to support training and promotional needs.
- Source and coordinate off-site venues to conduct instructor-led presentations, vehicle walkarounds, and other training engagements.
- Zone escalation point person for the district managers for the Owner Loyalty Survey Exception process – responsible for reviewing exception request and determining if the request warrants escalation to the Regional Customer Experience Manager for further consideration.
SKILLS AND ABILITIES
- Exemplifies STARFULLNESS!: energetic, inspiring, positive, empowering, inclusive, informative, and dedicated to fostering improvement in others.
- Extraordinary communication, facilitation, coaching, and 1-on-1 skills in any environment.
- Maintain certification in all Sales/Fixed Operations Brand, Product, Technology, and Skills Courses.
- Must possess a valid driver’s license and maintain a driving record that satisfied the requirements of SOA Driving Record Evaluation Criteria Policy.
- Must be approved as an “Authorized Driver” by Risk Management to operate vehicles prior to vehicle operation.
- Must be able operate all Subaru products including manual transmissions vehicles.
- Ability to work evenings and weekends to support events and training.
Must possess a valid driver's license and maintain a driving record that is acceptable or probationary under the SOA Driving Record Evaluation Criteria Policy. Must be approved as an "Authorized Driver" by Risk Mgmt. to operate company vehicle prior to vehicle operation.
EDUCATIONAL & EXPERIENCE REQUIREMENTS: 4 Year college degree or equivalent experience (6 - 8 Years)
GRADE: M1
SALARY RANGE: The recruiting base salary range for this full-time position is $86700 - $123800 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.
