Sales Channel DevelopmentWoodcliff Lake, New Jersey29.11.2023
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Senior Customer Experience Specialist – Luxury Class
As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that go well beyond the racetrack. In order to continuously create ultimate driving machines, we drive our growth and design excellence by staffing our teams with individuals who are innovative and always looking for the next great idea. If you share our vision and view yourself as an independent, creative thinker, we invite you to join our team in this exceptional role located in Woodcliff Lake, New Jersey.
The GKL Customer Experience Senior Specialist assumes the role in identifying opportunities and deploying the necessary tactics required to drive BMW GKL New Car Sales volume and best in class customer service, with a focus on ‘in-ownership’ customer experience and care through all touch-points with the BMW brand.
Redefine and implement an improved ownership and loyalization strategy for GKL, focused on industrializing ‘surprise and delight’ moments throughout the customer journey.
Develop a new program of tangible and non-tangible owner benefits for GKL customers to enhance the customer experience and boost loyalty and replacement rate of GKL models.
Implement best practices and minimum standards for GKL at the Dealer level through BMW Group U training and steering by Area Management.
Creation and management of a dedicated Goodwill budget for GKL models to be deployed by Customer Relations and Aftersales Area Management to effectively resolve customer and product issues in a premium and timely fashion, that is appropriate for a luxury buyer.
Development of an enhanced GKL Roadside Assist Program, creating improved service levels which are strictly adhered to and managed for luxury buyers.
Steer the BMW Dealer network to increase access to GKL models within the Service experience, providing adequate replacement
Implement a priority booking service or priority parts service for GKL buyers which is integrated into the existing BMW eco-system (MyBMW App)
Collaborate with a wide range of partners across the organization including BMW AG, Aftersales Business Development, Parts Logistics, IT to implement new programs.
Support BMW’s GKL strategy for the United States to achieve the long-range sales volume (peak 55,299) and achieve all financial and customer related targets.
Define a new and separate loyalization process flow within BMW NA for GKL customers who are in the repurchase phase.
Enhance existing systems to create a n enhanced Service appointment booking system fitting of a BMW GKL customer within MyBMW App or via a new Concierge at the Customer Interaction Center
Create and indirectly manage a dedicated Roadside Assist team that focuses solely on the GKL owner
Develop IT systems and processes that monitors and tracks Dealers GKL Loaner fleets and their utilization
Review, define and implement Dealer GKL sales process at the Dealership level to enhance the customer experience during the ownership and re-purchase phase
Implement a Focus Market approach for GKL to offer coaching and training to key opportunity stores
In support of BMW Group’s business objectives, this position requires regular attendance at a BMW office/facility with remote work capability (hybrid). In-office days may be assigned by the line manager.
Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:
Medical, Dental, and Vision insurance
All with options for $0 Employee contribution
401(k) with Company match
Retirement Income Account (RIA)
Employee vehicle program
Paid Parental Leave of up to 6 weeks
Paid Time Off in addition to Company paid holidays where eligible
Hybrid work environment
Voluntary Benefits to fit your needs
The pay range for this role is $86,084.00 - $101,275.00.
The selected candidate’s education, skills, experience, and location will be used to determine the final salary offer. This statement is in accordance with state and local pay disclosure requirements.
Even more so than the generous compensation and benefits, the culture and values of BMW North America make it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.
At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Bachelors degree in BA or Marketing related
5-7 years of working in automotive industry or luxury retail
Excellent communication and negotiation skills
Marketing / CRM experience preferred
Experience working with luxury brands
Profound US automotive market and product knowledge
Profound knowledge of sales processes and structures
Excellent presentation and communication skills; Must be able to communicate effectively with dealerships, and companies as well as with all levels within the organization, including international
High entrepreneurial spirit
Excellent motivation skills
Senior Customer Experience Specialist – Luxury Class