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 stakeholder...