ABOUT SUBARU

Love. It’s what makes Subaru, Subaru®. As a leading 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®.
Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.
Subaru’s company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

SUMMARY

Maintains responsibility for developing the strategy and managing the operations for Voice of Customer (VOC) programs supporting Subaru retailers including Owner Loyalty Program (OLP) surveys, Reputation Management online reviews, and Love Promise Customer Commitment Awards (LPCCA) Program. Oversees the analysis, interpretation, and communication of internal and external VOC feedback to all levels of the organization and helps create alignment of strategic priorities, programs, training, and field activities impacting customer experience.

REQUIRED SKILLS & PERSONAL QUALIFICATIONS

• Excellent verbal and written communications skills; must be able to communicate effectively with employees at all levels in the organization, retailers, and outside vendors and establish strong, mutually beneficial relationships internally and externally within the organization.
• Detailed knowledge of the automotive industry.
• Education and work experience that focuses on establishing and maturing customer relationships for the long-term success of the business.
• Customer service experience.
• Self-starter and deadline-oriented.
• Ability to analyze data and compile reports, charts, and graphs.
• Working knowledge of survey response and customer contact data collection.
• Presentation skills including the use of Microsoft PowerPoint.
• Ability to perform on camera to facilitate training to capture eLearning content and other various training initiatives.
• Proficient use of Microsoft Excel.Willingness to travel.
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  EDUCATION & EXPERIENCE REQUIREMENTS: Bachelor’s degree and 10–12 years of progressive experience required.

MAJOR RESPONSIBILITIES

• Survey Development, Analysis, & Interpretation: Leads survey development, including survey question design, scoring calculations, and priority items. Collaborates cross-functionally to analyze Voice of Customer (VOC) data, uncover insights into the customer experience, and identify opportunities for improvement.
• Communicate & Influence: Serves as Subaru of America (SOA) thought leader on customer experience and leverages data/insights to influence alignment of strategic priorities on customer experience. Provides data/content for National Business Conference (NBC) and facilitates at National Training Conference (NTC), Aftersales Business Conference (ABC), and various other field meetings. Collaborates with Retail Operations Training and Love Promise University (LPU) to provide relevant insights to develop new training and measure impact to customer experience.
• Vendor/Budget Management: Oversees all vendor relationships including contract negotiations, invoicing, and platform access/prioritization for VOC programs (e.g., Data Recognition Corp, Reputation, Ansira, Experian). Ensures that all VOC programs perform within budgetary guidelines.
• Operations: Manages all aspects of mailing, processing, reporting, and implementation of business rules for all Owner Loyalty Program (OLP) surveys (e.g., Purchase Electric Vehicle [EV]/Internal Combustion Engine [ICE], Service Main Shop/Express, Lost Shopper, and Love Encore).
• Field Support: Develops and executes field and retailer training on interpretation and utilization of VOC reporting tools. Provides timely responses to retailer and field inquiries regarding survey mailings, responses, and the reporting of results.
• Field/Retailer-Facing Reporting Websites and Push Reports: Maintains responsibility for guiding team, vendors, and SOA Information Technology (IT) on VOC, Purchase Loyalty, and Love Promise Customer Commitment Awards (LPCCA) reporting websites and push reports. Manages and drives ongoing platform enhancements to meet field and retailer needs.
• Collaboration: Collaborates with National Incentives Team and Human Resources (HR) on the incorporation of OLP metrics in SOA field team incentives and guidance on SOA retailer-facing incentive programs. Serves as liaison to National Retailer Advisory Board (NRAB) to gather, synthesize, and respond to retailer feedback on OLP and LPCCA. Partners with Legal, Audit, and Compliance to ensure survey integrity and provide expertise in retailer-level reviews and audits. Develops control mechanisms and reporting to help prevent survey fraud.
• Leadership & Development: Mentors and develops team of one (1) manager and one (1) specialist.

ADDITIONAL RESPONSIBILITIES

• Coordinates analysis and presentation of J.D. Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies.
• Monitors the marketplace to stay on top of trends to ensure that programs remain competitive.
• Provides field and retailer training on the utilization of OLP and Reputation Management.Develops OLP and Love Promise Awards Program announcements, webinars, and training materials.