National Parts and Service Marketing Manager

Title: National Parts and Service Marketing Manager

Location: Camden United States

Job Description:

SUMMARY

Develops and implements the strategic vision of all Aftersales marketing, including supporting Aftersales business owners on customer-facing marketing to promote their initiatives, creating tools to educate the consumers for increased service retention, and developing and implementing a national Parts & Service marketing plan that is deployed on traditional and digital channels. Additionally, creates tactical ways to use customer data in vehicle and digital platforms to improve the owner experience. Coordinates efforts with Regions, Zones, and Independent Distributors to attract and retain customers, increase retailers' parts and service sales, and achieve national parts objectives.

MAJOR RESPONSIBILITIES

• Creative: Manages and oversees Agency Partner, Latcha, on Parts & Service initiatives and all creative, content, and marketing materials that align with Subaru brand identity. Generates all customer-facing marketing materials in support of Aftersales Managers and their corresponding initiatives including Express, Wholesale, and Parts and Collision; responsible for creation of assets from start to finish and in-store shipping and logistics. Provides support for some retailer-facing materials including logos, images, sell sheets, etc.
• Marketing: Collaborates closely with Subaru of America (SOA) Marketing and other departments to ensure that Parts & Service is represented within SOA platforms. This includes responsibility for service content generation for Care Connect, retailer website platforms, Subaru.com, and more.
• In-Store: Manages all aspects of Parts & Service in-store messaging and creative, including Point of Purchase (POP) and Service Media Center. Collaborates closely with SOA Marketing to ensure consistent messaging across digital platforms (Service Marketing Center [SMC], Subaru TV) and coordinates on vendor management.
• Aftersales Strategy: Collaborates with Aftersales Performance Manager and team to ensure consistent alignment of objectives and communications between both retailer process and customer experience, including Service Pulse and Care Connect alignment, First Appointment in Delivery Process, and Digital Service Technology customer-facing components.
• National Calendar: Develops strategic direction for retailer-level marketing including national Parts & Service promotional campaigns, ad-hoc promotional events with third-party vendors, and digital marketing presence to drive retailer service and parts sales.
• Telematics: Provides strategic oversight to Fixed Operations Demand and Telematics Manager regarding: • Best practices for vehicle and customer data across multiple vehicle generations, to ensure that customers receive pertinent and accurate information while adhering to privacy and legal standards. • Leveraging Parts & Service marketing programs/content and integrating across platforms (MySubaru, In-Vehicle Telematics, Admin Portal, Digital Service Technology-approved vendors) to create a seamless, consistent customer experience. • Development of retailer-facing lead handling platforms and training resources.
• Digital: Provides strategic oversight to Fixed Operations Digital Specialist regarding: • Subaru Parts Online: Overseeing and enhancing our growing parts and accessories e-commerce platform, Subaru Parts Online, to ensure that we are capitalizing on interested do-it yourself (DIY) consumers circumventing aftermarket competition and increasing incremental parts/accessories sales. • Digital Strategy: Setting and executing digital strategy for all Aftersales marketing customer experiences, including maintenance, repair, collision, and recall. Managing Subaru Express Service Now (Tier 2 paid search program).
• Field/Training/Tools: Manages responsibility for field and retailer engagement of Aftersales marketing tools as mentioned throughout and also including Parts & Service Subaru Ad Fund (SAF), Competitive Pricing program, and Affirm (Parts & Service financing). Collaborates with Training as primary stakeholder in Parts & Service digital/phone processes including Mystery Shop, Service Lead Handling, and Service/Recall Concierge to ensure that they are effectively utilized to promote retailer improvement of customer satisfaction, owner retention, and retailer profitability.

Aftersales Business Conference (ABC) Project Manager: Manages the coordination of the ABC every other year. This includes milestone/calendar and budget management, personnel management (field, corporate, retailers, vendors), building the agenda, serving as point of contact for One10 and TallTree productions, video production coordination, and executive and National Retail Advisory Board (NRAB) meetings to discuss the conference.

• Leadership: Manages the hiring, training, daily oversight, and performance evaluations of direct reports.

ADDITIONAL RESPONSIBILITIES

• Supports Service Technical team for customer-facing initiatives when applicable.
• Updates and oversees regular publications, including the Quick Resource Guide and the Fixed Operations Quarterly Newsletter.
• Coordinates Parts & Service representation at national conferences, including National Training Conference (NTC) and National Business Conference (NBC).

REQUIRED SKILLS AND PERSONAL QUALIFICATIONS

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• Understanding of economic drivers and processes of retailer parts and service operations, including digital communication strategies.
• Proficiency with budgeting and expense tracking.
• Ability to professionally communicate with all levels of employees in the organization and outside vendors.
• 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, including negotiation of contracts with vendors and distributors.
• Proficient with Microsoft Excel.

REQUIRED SKILLS AND PERSONAL QUALIFICATIONS

• Bachelor's Degree required and Master's Degree Master's in Business Administration (MBA) preferred. At least 8-10 years 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]

COMPENSATION: The recruiting base salary range for this full-time position is $118,000 - 150,000 / 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: M2)

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: 15K 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.

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.