Customer Advocacy Strategy & Planning Manager

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    "ShortDescriptionStr": "Supports Subaru of America's Customer Advocacy Department (CAD) in setting strategy, shaping communications, and driving organizational excellence. Reports directly to the Vice President – Customer Advocacy and serves as a key member of the CAD leadership team. Leads strategic planning, oversees the Strategy and Communications functions, and ensures alignment across major enterprise initiatives while driving both near-term performance and long-term transformation.\n\nActs as the primary liaison between CAD and enterprise partners, including Information Technology and key cross-functional committees, ensuring alignment, visibility, and execution of strategic priorities.\n",
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    "ExternalDescriptionStr": "<p>&nbsp;</p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Summary&nbsp;</strong></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Supports Subaru of America's Customer Advocacy Department (CAD) in setting strategy, shaping communications, and driving organizational excellence. Reports directly to the Vice President – Customer Advocacy and serves as a key member of the CAD leadership team. Leads strategic planning, oversees the Strategy and Communications functions, and ensures alignment across major enterprise initiatives while driving both near-term performance and long-term transformation.</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Acts as the primary liaison between CAD and enterprise partners, including Information Technology and key cross-functional committees, ensuring alignment, visibility, and execution of strategic priorities.</span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Core Requirements of the Ideal Candidate</strong></span></p><ul style=\"list-style-type: disc;\"><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Must be able \"to get big things done\"</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Be a strategic thinker&nbsp;</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Have impeccable attention to detail and quality&nbsp;</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Have strong project management skills&nbsp;</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Understand data and how to use it to tell a compelling story&nbsp;</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Enjoy working in a fast-paced environment</span><br><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;</span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Primary Responsibilities</strong></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>Leadership and Influence:</i></span></p><ul style=\"list-style-type: disc;\"><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Defines and leads strategic, cross-functional projects from ideation through delivery.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Translates high-level strategic objectives into a clear plan for execution.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Aligns stakeholders on shared outcomes, defines the work to be done, organizes the teams and timelines for delivery, and identifies catalysts and roadblocks to ensure success.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Develops and maintains responsibility for Customer Advocacy Department's (CAD's) 3-year strategic plan.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Presents strategic initiatives/projects to executive leaders to ensure alignment with global corporate initiatives.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Leads the Strategy and Communications functions within CAD, ensuring alignment of priorities, messaging, and execution across the department.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Manages and develops direct reports, including the Customer Advocacy Project Manager and Customer Advocacy Communications Manager.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Serves as the CAD representative on enterprise-wide initiatives and committees, including (but not limited to) G1, Customer Data Strategy, OPS Committee, and SOAR Committee.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Acts as the primary IT liaison for CAD, partnering with Technology teams to prioritize, scope, and deliver system enhancements and capabilities.</span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>Operational Excellence Guidance:</i></span></p><ul style=\"list-style-type: disc;\"><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">In partnership with CAD Directors and Managers, facilitates the weekly and monthly strategy sessions.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Collaborates with Accounting on the annual CAD budget, providing guidance on changes as the needs of the business change.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Plans innovative customer service strategies to enhance the low effort customer experience, improve service level and efficiency, and increase loyalty and ultimately Net Promoter Score (NPS).</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Monitors medium- to long-term business trends/outlooks, gathering competitive intelligence to contribute to strategic business planning discussions with the CAD leadership team.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Ensures consistent and effective communication strategies across CAD, aligning internal and external messaging with organizational priorities and customer experience objectives.</span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>Strategic Problem Solving:</i></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Utilizes data-driven frameworks and problem-solving creativity to navigate competing priorities, address potential roadblocks, and ensure the right balance between speed and precision when delivering results.</span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>Change Management:</i></span></p><ul style=\"list-style-type: disc;\"><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Enables clear communication strategies to support change adoption across CAD and key stakeholders.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Leads and drives change management processes and executes proficiently in a transformational environment.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Partners with Human Resources to ensure that effective change management techniques are being leveraged when implementing new initiatives.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Uses the Voice of Our Stars data to identify action plans to address opportunities to increase associate satisfaction and engagement.</span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Required Skills &amp; Personal Qualifications</strong></span></p><ul style=\"list-style-type: disc;\"><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Demonstrated leadership and ability to manage competing priorities in a complex and dynamic environment.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Strategic thinker with proven ability to operationalize strategy.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Concise communicator with ability to clearly articulate direction with defined goals and present solutions in a professional and easily digestible manner.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;Excellent organizational and project management skills, including familiarity with best practices, project management tools, and planning frameworks.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Experience with large-scale transformations and challenging assumptions and current practices with a data-driven approach.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Engagement expertise, storytelling skills, and passion for delighting customers, advocating on their behalf, creating great customer experiences, and understanding the linkage between these experiences and business success.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Strong business acumen, with the ability to understand the parts of the business and their interrelationships. This includes skill in understanding the industry, competition, and expected future developments and challenges, the business's competitive strengths and weaknesses, opportunities to grow the business, and awareness of the environment for opportunities.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Demonstrated ability to articulate vision and influence decisions, balancing empathy for different voices while driving value-based decision-making.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">Strong attention to detail and highly organized, with ability to operate with ease at all levels from strategy to execution.</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">High curiosity to learn more and brainstorm creative solutions.</span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Education/Experience Requirements:</strong> Bachelor's Degree required. Master's Degree (MBA) or other advanced degree preferred with 8-10 years of relevant experience required.</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Work Environment&nbsp;</strong></span></p><ul style=\"list-style-type: disc;\"><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Office Location:</strong> Camden, NJ; apart of the Greater Philadelphia Area (Philly)&nbsp;</span></li><li style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Hybrid Role:</strong> Remote work 2 days per week (After 90 Days Onboarding</span></li></ul><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>Compensation:</strong> The Recruiting base salary range for this full-time position is $120,000 -$130,000 /year. Within the range, individual pay is determined by factors such as 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).&nbsp;</span></p><p>&nbsp;</p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>WHY JOIN US?</strong> In addition to competitive salary, Subaru offers an amazing benefits package that includes:</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp; &nbsp;<strong>Total Rewards &amp; Benefits</strong></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp; &nbsp;<span>&nbsp; &nbsp;</span>&nbsp;- Medical, Dental, Vision Plans</i></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp; &nbsp; &nbsp;<span>&nbsp; </span>- Pension, Profit Sharing, and 401K Match Offerings</i></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp; &nbsp;<span>&nbsp; &nbsp;</span>&nbsp;- 15 Vacation days, 5 Floating Holidays, 5 Sick days, and 9 Company Holidays</i></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp; &nbsp;&nbsp;<span> &nbsp;</span> - Tuition Reimbursement Program: $15,000 yearly benefit</i></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp; &nbsp; &nbsp;<span>&nbsp; </span>- Vehicle Discount Programs</i></span></p><p style=\"margin-bottom: 0in;\">&nbsp;</p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>&nbsp; &nbsp;Learning &amp; Development:</strong></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp; &nbsp;&nbsp;<span> &nbsp;</span> - Professional growth and development opportunities</i></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp;&nbsp;<span> &nbsp;</span> &nbsp; - Direct partnership with senior leadership</i></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp;&nbsp;<span> &nbsp;</span> &nbsp; - Formal Mentorship Program</i></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><i>&nbsp;&nbsp;<span> &nbsp;</span> &nbsp; - LinkedIn Learning License&nbsp;</i></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;<i>Visit our careers landing page for additional information about our compensation and benefit programs!</i></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">&nbsp;</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\"><strong>About Subaru</strong></span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">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®.</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">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.</span></p><p><span style=\"font-family: &quot;Aptos Display&quot;, sans-serif;\">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.</span></p><p>&nbsp;</p>",
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