• Fixed Operations - Demand and Telematics Manager

    Subaru of America (Camden, NJ)


    Primary Responsibilities

    + Defines and constantly updates aftersales retail business processes for handling STARLINK customers. • Authors, maintains, and supports the development of retailer process manuals, customer service scripts, and training materials, as well as educational and informational Fixed Operations newsletter articles. • Creates processes to promote service methods that utilize telematics and Dealer Management System (DMS) data. • Ensures that service messaging is utilizing telematics data strategically.

    + Creates actionable strategies for the field (working particularly close with the Zone Retailer Aftersales Manager role) and our retailers to increase parts and labor sales. • Works closely with the Training department and Shift Digital on service lead handling and often conducts retailer visits to evaluate aftersales retail business consumption of the STARLINK tools and collects input from the Field and retailer personnel. • Serves as the true subject matter expert at industry meetings, National Training Conference (NTC)/National Business Conference (NBC), and Regional/Distributor meetings and often presents on STARLINK tools, Key Performance Indicators (KPIs), and retailer performance.

    + Develops and maintains reporting and key performance indicators to define and track STARLINK aftersales business impact through our service lead handling dashboard (LeadView). • Sources and analyzes data, including retailer visits, retention, and money spent to measure value of STARLINK owners. Strategizes and develops retailer-facing reports and metrics with IT teams, incorporating field and retailer feedback. • Works with vendor partners to analyze data to determine service trends among STARLINK customers and assist in training the retailers and Field on the use of the data to ensure efficient lead handling processes are defined per retailer.

    + Works with vendor partners as needed to maximize utilization of STARLINK telematics data (e.g., Schedule Connect / Xtime to integrate appointments scheduled tracking in retailer user-friendly format).

    + Collaborates with Connected Business, Service, Marketing, and IT to identify and develop future connected-vehicle requirements related to aftersales retail business, including new apps, new functions, and other products to facilitate returning customers to the retailers based on a great customer experience.

    + Serves as main stakeholder for Parts and Service content in MySubaru. • Acts as project manager for enhancements and fixes. • Works through business requirements with Subaru of America (SOA) IT, Connected Business, Marketing, and vendor partners. • Creates a customer-facing strategy to educate customers on the benefits of STARLINK and MySubaru to their service ownership experience, as appropriate.

    Additional Responsibilities

    + Manages other miscellaneous aftersales business and retail process projects and reports as requested.

    Qualifications

    + Understanding of economic drivers and processes of retailer Parts and Service Operations, including digital communication strategies.

    + Baseline understanding of telematics data definitions.

    + Ability to work with technical (IT) information and Connected Business initiatives.

    + Ability to balance multiple priorities and to prioritize projects.

    + Analytical and strategic planning skills.

    + Excellent verbal and written communication skills throughout all levels of the business.

    + Budgeting and expense tracking experience.

    + Contract management experience.

    + Proficient with Microsoft Excel and PowerPoint.

    EDCUATION & EXPERIENCE REQUIREMENTS

    + Bachelor’s degree required

    + At least eight (8) to ten (10) years of experience in advertising production, marketing, or related field.

    WORK ENVIORNMENT

    + Hybrid Role: Remote work 2 days per week (After 90 Days Onboarding)

    + Travel: 25%

     

    COMPENSATION: The recruiting base salary range for this full-time position is $92,000 - $130,000/ year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. Additionally, this role is bonus-eligible, with a target bonus percentage that provides an opportunity to earn even more based on your performance. (Internal Job Grade: M1)

     

    WHY JOIN US? In addition to competitive salary, Subaru offers an amazing benefits package that includes:

    Total Rewards & Benefits:

    + Medical, Dental, Vision Plans

    + Pension, Profit Sharing, and 401K Match Offerings

    + 15 Vacation days, 5 Floating Holidays, 5 Sick days, and 9 Company Holidays

    + Tuition Reimbursement Program: $15,000 yearly benefit

    + Vehicle Discount Programs

    Learning & Development:

    + Professional growth and development opportunities

    + Direct partnership with senior leadership

    + Formal Mentorship Program

    + LinkedIn Learning License

     

    Visit our Careers landing page for additional information about our compensation and benefit programs.