National Aftersales & Loyalty Training Manager

Maintains responsibility for the strategy development, deployment, and optimization of Fixed Operations Non-Technical Training Programs, Certification Program, and Rewards Programs (Pinnacle, Summit) for Subaru of America (SOA) retailer employees. Strategy will be developed into a cohesive curriculum to inform, educate, evaluate, and motivate to elevate knowledge, enhance the customer experience, and increase parts & accessory sales. 

Major Responsibilities   

• Plans, develops, and implements strategies and programs for non-technical training, rewards, and retailer improvement areas in Fixed Operations.
• Identifies non-technical training curriculum needs and prioritizes development activities. Develops new training courses, both eLearning and instructor-led, and ensures that all training materials are current and updated. Evaluates performance areas and implements courses to address performance improvement.
• Develops and manages certification process for retailer Parts and non-technical Service personnel.
• Develops and manages Fixed Operations Reward Programs, including Service Advisor and Tech Pinnacle and Fixed Operations Summit Programs.
• Manages the coordination of Fixed Operations training initiatives with Subaru of America (SOA) Retail Operations Training, Regions, and Zones by working closely with the Regional Product Training Managers (RPTMs), Regional Parts & Service Managers (RPSMs), Zone Retailer Training Managers (ZRTMs), and Zone Retailer Aftersales Managers (ZRAMs).
• Oversees outside facilitators for instructor-led training programs, including facilitator review and selection, contract negotiation, and overseeing implementation of program delivery.
• Manages Fixed Operations training and Pinnacle recognition budget.
• Plans and facilitates Fixed Operations annual Summit Trip.
• Develops and manages reporting for training and recognition programs, including reporting within the learning management system (LMS).
• Performs on-camera to facilitate training to capture eLearning content and other various training initiatives.

Additional Responsibilities

• Regularly collaborates with cross-functional teams such as Fixed Operations and Service, SOA Field Team, and external partners on projects/roll outs and ongoing support initiatives.
• Ensures communication between national and field teams for all service non-technical training initiatives.
• Strategizes, plans, and executes the deployment of training activities at the National Training Conference (NTC), Aftersales Business Conference (ABC), Retailer Operations Training Department Conference, and various Region/Zone conferences throughout the year.

Required Skills and Personal Qualification

• Extensive understanding of retailer parts and service operations.

• Demonstrated exceptional interpersonal skills with a proven ability to collaborate and build strong partnerships across diverse teams and stakeholders.

• Excellent organizational skills and deadline oriented.

• Proven ability to manage multiple projects and responsibilities in parallel without close supervision.

• Knowledge of adult learning theories and the ability to communicate recommendations for training approach.

• Extraordinary communication, facilitation, coaching, and 1-on-1 skills in any environment – dedicated to fostering improvement in others.

• 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.

• Ability to maintain certification in all Sales/Fixed Operations brand, product, technology, and skills courses.

Education/Experience Requirements: Bachelor's degree with 10+ years of experience required.

Work Environment

• Office Location: Camden, NJ apart of the Greater Philadelphia Area (Philly)

• Hybrid Role: Hybrid Role - Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]

• Travel Required: 35- 40%                                                

Compensation: The recruiting base salary range for this full-time position is $120,000- $168,900 / 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: M2) 

WHY JOIN US? In addition to the competitive total compensation package and an incomparable culture, 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.

More 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.