Customer Advocacy Manager (Contact Center)
Company: Subaru of America
Posted on: November 26, 2022
The Customer Advocacy Team is seeking an experienced, successful,
and passionate Customer Advocacy Manager. As a Customer Advocacy
Manager, you're responsible for inspiring and coaching your team to
provide a world class experience for our customers and retailers.
It's your job to lead the team and seek solutions and results that
create a high performing work environment. By analyzing situations
quickly and acting courageously, you can create success for the
business and promote the Love Promise through unparalleled customer
advocacy. You will be responsible for building and inspiring a high
performing team of talented individuals who deliver exceptional
experiences for Subaru owners and retailers.
Leading and managing a team of talented Customer Advocates;
providing guidance, training, and motivation.
Driving results in a fast-paced customer focused environment.
Executing while constantly looking for process improvements.
Help recruit, select, onboard, train, and coach new hires.
Develop and implement improvements to processes and operations.
Maintain and produce daily, weekly, and monthly reports of quality
metrics and respective targets and goals.
Proactively communicate with senior leaders regarding business
performance, customer trends, and potential risks to the
Be a continuous positive force, creating strong morale throughout
the CAD team.
Other duties as assigned.
Defines the business requirements for the department and develops
implementation strategies along with other members of CAD
Identifies, analyzes, and relays information regarding product
issues, trends, or similar issues to appropriate departments within
Subaru of America (SOA) and regions.
Attends technical, professional, and leadership development
programs, sessions and activities.
REQUIRED SKILLS AND ABILITIES
Proven ability to drive amazing customer experience and results
through team development.
Passion for customer service and ownership of the customer
Experience with managing multiple commitments to customers, staff,
Ability to adapt to challenges while remaining calm in a constantly
Strong leadership skills: sets clear priorities and performance
goals for the team and eliminates barriers to the team's
Ability to champion and facilitate collaboration by cultivating
relationships, mentoring, and effectively communicating with
teammates and cross-functional partners.
Proven ability to identify, prioritize, and resolve both customer
and advocate issues quickly and effectively in a positive and
Strong and effective capacity planning skills to maximize the
productivity of resources; people, technology, etc.
Analytical and creative thinker with a can-do attitude and
flexibility to accommodate evolving business needs.
Requires excellent communication skills, both written and
Thrives on a team where expertise is shared and feedback is
Effective time management including ability to multi-task, organize
You have demonstrated a solid track record of leadership ability
with at least 5+ years of experience in a customer-facing
Cross-industry experience is welcome.
You have a passion for learning about Subaru products and a focus
on improving the customer's journey to exceed their
You'll need to be flexible with your schedule. Your work hours will
be based on business needs.
EDUCATION/EXPERIENCE: BA/BS with 6 to 8 years of relevant
JOB GRADE: M1
FLSA STATUS: Exempt%366338%
Keywords: Subaru of America, Camden , Customer Advocacy Manager (Contact Center), Executive , Camden, New Jersey
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