National Lead Handling Training Manager - Subaru of America, Inc.
Camden, NJ 08101
About the Job
COMPANY BACKGROUND
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
Responsible for the strategy, creation, management, and measurement of training programs for field and retailer staff on sales and service lead handling programs. Partners with various departments to understand business trends and customer behavior to ensure that training is focused on the customer experience, thereby increasing retailer performance. Oversees in-store vendor consultants and the development of program reporting and serves as a key contact/training support for Region/Zone/District Managers.
MAJOR RESPONSIBILITIES
ADDITIONAL RESPONSIBILITIES
REQUIRED SKILLS & PERSONAL QUALIFICATIONS
EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) and 8-10 years' experience
WORK ENVIRONMENT: Required Travel: 40% travel required
COMPENSATION: The recruiting base salary range for this full-time position is $111500 - $159200 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: M2) In addition to competitive salary, Subaru offers an amazing benefits package that includes:
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
Responsible for the strategy, creation, management, and measurement of training programs for field and retailer staff on sales and service lead handling programs. Partners with various departments to understand business trends and customer behavior to ensure that training is focused on the customer experience, thereby increasing retailer performance. Oversees in-store vendor consultants and the development of program reporting and serves as a key contact/training support for Region/Zone/District Managers.
MAJOR RESPONSIBILITIES
- Leads the training strategy for field and retailer staff. This includes assessing the needs of the organization to analyze, create, and launch training programs that improve retailer processes including, but not limited to, Internet Lead Management (ILM), Phone Handling and Skills, Service Lead Handling, and Digital Retailing.
- Collaborates with key stakeholders across the organization including executive leadership in Field Operations, Marketing, Fixed Operations, Service, and Regions/Zones to ensure alignment and rollout of training initiatives to all Subaru retailers including the Independent Distributors.
- Conducts regular training sessions for Zone and Regional staff.
- Partners with and manages outside development of curriculum when needed for specific training initiatives.
- Develops and analyzes comprehensive reports that identify process deficiencies at Subaru retailers to help inform where program support/development is needed.
- Manages the vendor partnership for in-store lead handling/Customer Relationship Management (CRM) training including contract negotiation, continuously optimizing the program based on business needs, and budget management that provides success measurement to executive leadership.
- Manages the Sales Concierge Program which supports retailer response to third-party leads, which involves contract review, business requirements, and program optimization.
- In collaboration with Fixed Operations and Service, supports the existing Service Concierge programs (Inbound Phone, Recall, First Maintenance, Ongoing Service, and Starlink leads) through scripting, performance metrics, IT integration, and program enhancements.
- Manages the Subaru E-Mystery Shop Program by optimizing program performance metrics, IT integration, and reporting.
- Serves as primary stakeholder for the development of phone handling analytics dashboard (via vendor partner) that can be used for process/skills training.
ADDITIONAL RESPONSIBILITIES
- Leads an active role in developing presentations and facilitates as necessary at national conferences, National Retailer Advisory Board meetings, and other corporate events and functions.
- Manages the expo booth for National Business Conference and Aftersales Business Conference for the Retail Operations Training Department.
- Processes retailer billing for all Concierge and Phone Training programs via Subaru Ad Fund
REQUIRED SKILLS & PERSONAL QUALIFICATIONS
- Excellent communication skills that lead to effective training and influence, including written, interpersonal, and presentation skills.
- Proficiency with data analysis and quality assurance testing.
- Extensive understanding and experience with automotive retail and wholesale operations.
- Strong knowledge of Integrated Lead Management (ILM).
- Proven experience in managing large and complex budgets.
- Knowledge of regional field operations.
- Strong knowledge of contracts and legal review process.
- Proficiency in MS Office Suite, in particular PowerPoint and Excel.
EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) and 8-10 years' experience
WORK ENVIRONMENT: Required Travel: 40% travel required
COMPENSATION: The recruiting base salary range for this full-time position is $111500 - $159200 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: M2) In addition to competitive salary, Subaru offers an amazing benefits package that includes:
- Medical, Dental, Vision Plans
- Pension, Profit Sharing, and 401K Match Offerings
- 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days.
- Tuition Reimbursement Program
- Vehicle Discount Programs
- See our Careers landing page for additional information about our compensation and benefit programs.
Source : Subaru of America, Inc.