Subaru of America
Zone Retailer Aftersales Manager (COL Zone-Columbus, OH area)
Subaru of America, Dublin, Ohio, United States, 43016
Overview
Zone Retailer Aftersales Manager (COL Zone-Columbus, OH area) SUMMARY: Manages the day-to-day activities of the District Parts/Service Managers (DPSMs) as directed by the Zone Director (ZD) with a dotted line to the Regional Parts and Service Manager (RPSM). Has direct responsibility to work closely with the DPSMs to strengthen DPSM performance. Serves in a revenue-generating role that focuses on improving retailer fixed operations performance, including parts and accessory sales, improvement of Service Owner Loyalty Program (OLP)/Net Promoter Score (NPS), and service retention. Develops plans to address retailer service capacity and to improve bench strength of current and future Subaru Fixed Operations departments, generating revenue and profit for both the retailer and Subaru of America (SOA).
Primary Responsibilities
Communication & Prioritization:
Identifies revenue-generating opportunities and develops plans with retailers to leverage those opportunities. Prioritizes retailer parts- and service-related issues for Zone Director (ZD) and DPSM corrective action. Provides consistent communication to DPSMs and retailers on SOA, Regional, and Zone aftersales initiatives to ensure prioritization and synergy. Analyzes the Daily Parts Tempo Report and other management reports to work with the DPSMs on countermeasures for improvement, detect revenue opportunities, and monitor purchase loyalty.
Parts & Service Marketing:
Identifies, develops, and implements Zone-level marketing activities aligned with SOA and Region direction. Communicates national and Regional incentive programs and sales challenges to retailers and tracks follow-up by DPSMs. Ensures DPSMs and retailers utilize the Subaru Ad Fund (SAF). Develops strategic direction with CCAMs to maximize Care Connect capabilities, enhance fixed operations marketing, and ensure market drivers and online service appointment schedulers are utilized. Measures ROI of programs. Improves fixed operations lead handling, digital marketing processes, and web-based parts and accessory sales with digital partners. Leverages Subaru Genuine Parts Wholesale programs to generate incremental parts sales. Supports national Accessory Group activities at the retail level.
Customer Retention Performance:
Develops processes and programs to improve owner satisfaction and retention, driving Service Owner Loyalty Program (OLP) and NPS scores, and monitors retailer recall completion compliance.
Express Service:
Identifies opportunities for new Express Service installations with DPSMs and outside consultants; conducts follow-ups to ensure Express Service processes are sustained.
Customer Experience & Pricing:
Utilizes national programs to drive a consistent customer experience. Analyzes Express Service, scheduled maintenance, and popular service offerings to ensure parity with OEMs and the aftermarket; ensures retailers utilize competitive pricing tools when available.
Vendor Relationships:
Serves as the primary interface for Zone Fixed Operations initiatives and vendor partners (e.g., Affinitive, Shift Digital, Tire Rack, MSX, DDC, M5, PartsEye, and others).
Additional Responsibilities
Provides a "one-stop" shop for all aftersales-related needs, including parts and accessory sales, Care Connect, PRIME, Express Service, and customer experience best practices.
Interacts with Region and Zone management for consistent Regional strategy and execution.
Supports ZD in establishing DPSM performance goals, participates in mid-term reviews, and assists with year-end DPSM evaluations.
Qualifications
Bachelor's Degree required
6-8 years of relevant experience
Subject matter expert (SME) in parts, service, and accessory sales; OLP; Care Connect; PRIME; Express Service; and related programs, with ability to educate retailers on these programs
Ability to effectively manage budgets
Exceptional communication skills; ability to present to audiences and build open dialogue
Strong interpersonal and leadership skills; team player; negotiator and mediator
Excellent retailer consulting and customer-focus skills; customer-first mentality
Excellent organization and time management with ability to handle multiple priorities
Energetic, proactive, with strong drive for career advancement; able to motivate and empower others
Education/Experience BA/BS (or equivalent) with 6-8 years of relevant experience.
Must possess a valid driver’s license and maintain a driving record acceptable under SOA policy. Must be approved as an "Authorized Driver" by Risk Mgmt. to operate company vehicle prior to vehicle operation.
Domestic Travel 75%
Compensation The recruiting base salary range for this full-time position is
$92,100 - $131,500
per year. Individual pay within the range is determined by job-related skills, experience, and relevant education or training. Internal Job Grade: M1. In addition to a competitive salary, Subaru offers an amazing benefits package including:
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 compensation and benefits.
Employment details
Employment type: Full-time
Job function: Sales and Business Development
Industries: Motor Vehicle Manufacturing
#J-18808-Ljbffr
Zone Retailer Aftersales Manager (COL Zone-Columbus, OH area) SUMMARY: Manages the day-to-day activities of the District Parts/Service Managers (DPSMs) as directed by the Zone Director (ZD) with a dotted line to the Regional Parts and Service Manager (RPSM). Has direct responsibility to work closely with the DPSMs to strengthen DPSM performance. Serves in a revenue-generating role that focuses on improving retailer fixed operations performance, including parts and accessory sales, improvement of Service Owner Loyalty Program (OLP)/Net Promoter Score (NPS), and service retention. Develops plans to address retailer service capacity and to improve bench strength of current and future Subaru Fixed Operations departments, generating revenue and profit for both the retailer and Subaru of America (SOA).
Primary Responsibilities
Communication & Prioritization:
Identifies revenue-generating opportunities and develops plans with retailers to leverage those opportunities. Prioritizes retailer parts- and service-related issues for Zone Director (ZD) and DPSM corrective action. Provides consistent communication to DPSMs and retailers on SOA, Regional, and Zone aftersales initiatives to ensure prioritization and synergy. Analyzes the Daily Parts Tempo Report and other management reports to work with the DPSMs on countermeasures for improvement, detect revenue opportunities, and monitor purchase loyalty.
Parts & Service Marketing:
Identifies, develops, and implements Zone-level marketing activities aligned with SOA and Region direction. Communicates national and Regional incentive programs and sales challenges to retailers and tracks follow-up by DPSMs. Ensures DPSMs and retailers utilize the Subaru Ad Fund (SAF). Develops strategic direction with CCAMs to maximize Care Connect capabilities, enhance fixed operations marketing, and ensure market drivers and online service appointment schedulers are utilized. Measures ROI of programs. Improves fixed operations lead handling, digital marketing processes, and web-based parts and accessory sales with digital partners. Leverages Subaru Genuine Parts Wholesale programs to generate incremental parts sales. Supports national Accessory Group activities at the retail level.
Customer Retention Performance:
Develops processes and programs to improve owner satisfaction and retention, driving Service Owner Loyalty Program (OLP) and NPS scores, and monitors retailer recall completion compliance.
Express Service:
Identifies opportunities for new Express Service installations with DPSMs and outside consultants; conducts follow-ups to ensure Express Service processes are sustained.
Customer Experience & Pricing:
Utilizes national programs to drive a consistent customer experience. Analyzes Express Service, scheduled maintenance, and popular service offerings to ensure parity with OEMs and the aftermarket; ensures retailers utilize competitive pricing tools when available.
Vendor Relationships:
Serves as the primary interface for Zone Fixed Operations initiatives and vendor partners (e.g., Affinitive, Shift Digital, Tire Rack, MSX, DDC, M5, PartsEye, and others).
Additional Responsibilities
Provides a "one-stop" shop for all aftersales-related needs, including parts and accessory sales, Care Connect, PRIME, Express Service, and customer experience best practices.
Interacts with Region and Zone management for consistent Regional strategy and execution.
Supports ZD in establishing DPSM performance goals, participates in mid-term reviews, and assists with year-end DPSM evaluations.
Qualifications
Bachelor's Degree required
6-8 years of relevant experience
Subject matter expert (SME) in parts, service, and accessory sales; OLP; Care Connect; PRIME; Express Service; and related programs, with ability to educate retailers on these programs
Ability to effectively manage budgets
Exceptional communication skills; ability to present to audiences and build open dialogue
Strong interpersonal and leadership skills; team player; negotiator and mediator
Excellent retailer consulting and customer-focus skills; customer-first mentality
Excellent organization and time management with ability to handle multiple priorities
Energetic, proactive, with strong drive for career advancement; able to motivate and empower others
Education/Experience BA/BS (or equivalent) with 6-8 years of relevant experience.
Must possess a valid driver’s license and maintain a driving record acceptable under SOA policy. Must be approved as an "Authorized Driver" by Risk Mgmt. to operate company vehicle prior to vehicle operation.
Domestic Travel 75%
Compensation The recruiting base salary range for this full-time position is
$92,100 - $131,500
per year. Individual pay within the range is determined by job-related skills, experience, and relevant education or training. Internal Job Grade: M1. In addition to a competitive salary, Subaru offers an amazing benefits package including:
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 compensation and benefits.
Employment details
Employment type: Full-time
Job function: Sales and Business Development
Industries: Motor Vehicle Manufacturing
#J-18808-Ljbffr