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Aftersales Woodcliff Lake, New Jersey 27.10.2023

Aftersales Insights & Program Specialist

As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that goes 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, NJ.
Description

The Aftersales Insights and Program Specialist will pursue customer orientated development for the US market as it relates to digital solutions (both current and future) to enrich the service experience.  The selected candidate will analyze internal processes, systems, programs, and measures within Aftersales to improve customer satisfaction and collaborate with internal departments and the dealer network to expand insights along the customer journey to allow for proactive steering of the business.  

Key Responsibilities: 

  • Plan and manage the roll out and utilization of various Aftersales Systems and Customer Experience programs utilizing strategic decision making based on data-driven insights, informing the end-to-end customer journey and touchpoints. 
  • Provides expert analysis on customer satisfaction and retention to increase loyalty of our customers, leverage business opportunities and improve the organizational performance.
  • Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format. 
  • Find, analyze, and bring together sources to gain customer and aftersales business insights that can drive the customer experience and create compelling stories. 
  • Initiate reporting methods which help the area teams to put action plans in place. 
  • Identify areas of opportunity for improvement of aftersales systems and customer experience. 
  • Maintain strategic partnerships with internal and external stakeholders to build on a premium experience for our owners. 
  • Manage and implement technology projects and provide subject matter expertise with respect to aftersales customer experience and potential impacts.
  • Developing an evaluation method to assess aftersales program strengths and identify areas for improvement based on best practice sharing, data analysis, and customer feedback. 
  • Research, deliver, and measure solutions to make sure we provide the users and the business with the right information and training to deliver an exceptional end-to-end experience. 
  • Initiate and create new reports and compelling stories with the goal of getting dealership, field team, and executive buy-in.  
  • Prioritize focus areas and high value use cases developing short, mid and long-term visions and service blueprints; create roadmaps to ensure successful execution and implementation.
  • Develop and optimize digital touch points by working closely with connected drive, customer technologies, IT, aftersales responsible, and AG counterparts.  
  • Influence management, cross-functional departments, and dealers of the importance of CX program elements to ensure an effective and efficient rollout and operation. 
  • Initiate enhancements to digital tools and manage the implementation of those enhancements. Work closely with the vendor on scope and timelines and follow the whole process throughout. 

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
  • Bonus eligibility
  • 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 - $101,275.

The selected candidate’s education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. 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 of North America makes 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.

Qualifications

Requirements: 

  • Bachelor’s degree in business administration or equivalent
  • 3-5 years’ experience in customer experience or satisfaction
  • 3-5 years working in automotive retail or market NSC
  • 1-3 years’ experience leading teams and managing external vendors
  • 1-3 years’ experience in project management

Preferences:

  • Excellent computer skills (Word, Excel, PPT, Project, etc)
  • Excellent communication and instructional skills
  • Structured thinker with ability to plan and manage complex projects
  • Solid technical, management, and instructional skills 
  • Expertise in contract negotiation and management of external vendors
  • Experience influencing internal and external business partners
  • German language fluency is a plus

Aftersales Insights & Program Specialist

20231027
Automotive
Woodcliff Lake, New Jersey
United States
Legal Entity:
BMW of North America LLC.
BMW Group
Location:
Woodcliff Lake, New Jersey
Job Field:
Aftersales
Job Id:
230003I1
Publication Date:
27.10.2023
Full-time
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