Customer Advocacy Planning and Communications Manager

Job Description

SUMMARY

Manages the development and implementation of communications and digital content to support awareness and advancement of Customer Advocacy Department (CAD) strategic initiatives. Maintains accountability for leading the execution of projects and change management initiatives that promote CAD organizational excellence and transformation. Manages two (2) direct reports, the CAD Planning & Communications Specialist and CAD Digital Experience Specialist.

*Writing samples will be requested of those invited to interview for this position.

PRIMARY RESPONSIBILITIES

• Develops and maintains the Customer Advocacy Department (CAD) communication plan to keep employees informed, inspired, and connected to their work and to Subaru.
• Defines and manages CAD's digital content strategy to improve the advocate and customer self-service experience.
• Collaborates with key business owners across Subaru of America (SOA) to develop CAD content and messaging that aligns business goals, audience, and the Subaru Love Promise.
• Manages CAD communication forums (i.e. Teams channels) and internal CAD events (i.e. All Dept. Meetings) which include creating narrative themes, developing executive messaging, and consulting on other speakers' content.
• Oversees high-quality, engaging communications and content for internal and external audiences across a variety of channels, including emails, FAQs, talking points, newsletters, videos, websites, announcements, and more. Guides the creation, sourcing, and ongoing assessment of CAD's digital content. Creates and maintains communications toolkits, processes, templates, FAQs, and messaging for internal and external audiences.
• Develops, tracks, and reports metrics on the effectiveness of communications, as well as continually monitors, analyzes, and tunes messaging to maximize impact.
• Leads internal projects including but not limited to process improvement projects, change management initiatives, employee events, awareness campaigns, executive videos, etc. Leads CAD projects to ensure that project deadlines are met, deliverables are on track, and project spend is on budget.
• Serves as a key point of contact for CAD communications as editor-in-chief, project manager, strategic thinker, storyteller, and communications expert.

ADDITIONAL RESPONSIBILITIES

• Proposes and executes new ways of creating and distributing communications, including identifying and driving process improvements.
• Conducts market research and audience analysis to inform content planning and future content strategy.

QUALIFICATIONS

• Professional experience working in internal communications, corporate communications, public relations, or journalism.
• Prior people management experience Preferred
• Strong drafting and editing skills - specifically the ability to communicate complex concepts to diverse audiences in a clear and concise manner.
• Strategic thinker who excels collaborating with executives, colleagues, and other stakeholders to deliver high-quality work.
• Exceptional project management skills with the ability to manage multiple projects in a fast-paced, ever-changing work environment. Ability to lead, plan, implement, and evaluate program/project activities to completion.
• Ability to exercise extremely high judgment in narrow time frames, inject logic and care into communications, and ensure that content meets the highest standards, in a fast-paced and often ambiguous environment.
• Experience solving problems using judgment, data measurement, and analysis, providing practical, timely, and effective communications guidance and support.
• Proven ability to build and maintain positive relationships with colleagues, partners, and vendors to achieve strategic goals and objectives.
• Proficiency in content management systems and Microsoft Office Suite.

EDUCATION/EXPERIENCE

• BA/BS with 8 to 10 years of relevant experience
• Certified Change Management Professional (CCMP) certification, Prosci Change Management certification, OR Project Management Professional (PMP) certification (Preferred)

TRAVEL REQUIREMENTS: Domestic (10%)

WORK ENVIRONMENT: Hybrid Role - Remote work 2 days per week (after 90 days onboarding) [Wednesdays and Fridays]

BENEFITS PACKAGE includes:

• Medical, Dental, Vision on Day 1
• Pension, Profit Sharing, and 401K Match
• 15 Vacation days, 9 Company Holidays, 5 Floating Holidays, and 5 Sick days
• Tuition Reimbursement Program (Up to $15,000 per year)
• Managers have opportunity to participate in Test Fleet Program (Acceptable driving record and clearance by Risk Management Department required)
• Vehicle Discount Programs

JOB GRADE: M1

FLSA STATUS: Exempt

SALARY RANGE: The recruiting base salary range for this full-time position is $91200-$96000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.