BMW Group Park Lane is looking for a Customer Experience Processes Manager.

Your role

This role is responsible for managing customer measures which elevate all aspects of premium customer experience, eradicate pain points and promote those that are financially sustainable for Park Lane and in line with BMW UK requirements. This role is based in BMW Park Lane, London.

• Implementation of Critical Customer Experience Processes, whilst meeting deadlines.

• GKL champion: developing the GKL experience initiatives for implementation.

• Proactive care champion including all aspects of customer charter type topics.

• Sales to service customer journey lead.

• Lead on all customer journey engagement strategies.

• Continuously refine customer processes to deliver a future forward, “Customer-first experience” across all Park Lane touchpoints.

• Work closely with Head of Customer to introduce innovative engagement strategies that set out benchmarks in customer experience.

• Collaborating with Sales and Aftersales departments to support in all BMW UK customer initiatives e.g. VOC, Sales in Aftersales, Park Lane GKL Experience.

• Design and deliver product knowledge training for Park Lane sales and aftersales departments to encourage confident communication with customers.

• Provide ongoing coaching and create tools or reference materials to support product knowledge retention.

Your profile

• A level or Degree level qualifications or equivalent.

• Previous experience in customer experience within luxury automotive, luxury retail or premium hospitality environments.

• Excellent BMW brand product knowledge, and the ability to explain this to colleagues and customers in an accessible way.

• Proven track record in building and maintaining strong relationships with clients.

• Ability to directly evidence examples of proactive customer handling of concerns and resolutions.

• Excellent time management and organisational skills and emphasis on attention to detail.

• Ability to problem solve and prioritise decision making.

Application Process.

If you feel you fit the above criteria, we would be delighted to hear from you, in the first instance please forward your CV and covering letter to parklanebmw@bmwparklane.co.uk