C1-IB-A-2PT,Customer Support Communication & Digital Technician

This role belongs to the Marketing Customer Support Department in Iberia.It´s main purpose is to support and manage digital services, KPIs, reporting, and retention programs to improve the customer experience in Iberia.

What waits you? 
•  Responsible for supporting monitorization and reporting Lead Management performance, including Workshop Visit Rate (WVR) and feedback on Lead management activities.
•  Report and extract information about dealer bonus, incentive, and performance follow-up activities across Iberia (WVR, Videos e CCR).
•  Monitor and analyze Convenient Journey KPIs, including Online Payment, OAS, CCR Car Park & Service, and dealer throughput performance.
•  Support for improving digital customer journey solutions, including online appointment systems, digital sales, mobile applications, and related services.
•  Responsible for the implementation in the systems of marketing measures and actions for the retention of customers.
•  Responsible for monitoring and managing performance, payments, and costs at both NSC and dealer level of retention programs: Value Service, Value Repair, Fleet offer
•  Responsible for updating all systems related to Value Service, Value Repair, and Fleet Offer (e.g. SRPP-NEXT; Portal; OAS; AWP).                    
•  Implement, control and promote digitalization of the customer support process (e.g. Value Service, Value Repair, Fleet offer, OAS, Portal…) ensuring alignment between Portugal and Spain.
•  Define and implement actions within the platforms and systems with B2B, Sales, Used cars, BMW Bank departments to promote Value Service, Value Repair, Fleet offer.
•  Support the dealer network organization and other internal stakeholders (e.g. Field Force, CiC…) about Value Service, Value Repair, Fleet offer, digitalization inquiries.
•  Support training sessions on new Digital Services and Value Service, Value Repair, Fleet offer functionalities, tools, and projects.
•  Prepare and update data, reports, and documentation related to Digital Services and Value Service, Value Repair, Fleet offer in Retailer Hub, SharePoint, DSC, Business Analytics, GPMA, and other corporate systems.
•  All responsibilities apply for BMW and MINI, Spain and Portugal. 

What you should bring along?

•  Minimum 5 years of experience in the automotive sector.

•  Minimum 3 years of experience in aftersales marketing.

•  Aftersales District Area Manager is highly desirable.

•  Strong analytical mindset with experience in KPI monitoring and business performance management.

•  Proven ability to manage cross-functional projects and retailer network support.

•  Proactive, structured, and results-oriented approach.

•  Strong stakeholder management and communication skills in an international environment.

•  Fluent in Portuguese and English; Spanish is an advantage.

•  MS Office (advanced).

Are you looking for an exciting challenge? Then join our team.