Aftersales Systems Communication 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.

The Aftersales Systems Communication Specialist is responsible for managing communications of Aftersales systems and programs to retail partners. The selected candidate is responsible for the development and implementation of a personalized omni-channel communication strategy and will work in conjunction with business managers to identify gaps in knowledge and develop efficiencies and streamlined processes for launching training across all brands.  

Key Responsibilities:

• Deliver a seamless, systematic, omni-channel communication strategy that allows all Centers to flexibly and quickly manage customer experience and loyalty to stay competitive with Independent Repair Facilities (IRFs). 
• Plan and manage the roll out of communication and education plans for various Aftersales Systems and programs utilizing strategic decision making based on data-driven insights, informing the end-to-end Customer Journey and touchpoints. This includes the management of documentation, design, and creation of training material in cooperation with various business units, field staff and dealers.
• Support the Aftersales VOC program end-to-end, i.e. initiating strategic customer orientation concepts, developing long-term and short-term targets, actively implements and drives the execution of the program incl managing cross-department resources. Drives holistic approach to ensure alignment of content with other departments and ensures operational excellence.
• 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.
• Create dealer facing and internal coaching/training to improve dealer processes and customer satisfaction through selling competitively priced services.
• Lead integration of Aftersales digital servicing tools and insights for Centers through marketing awareness, training and showing value in the tools.
• Provides expert analysis on customer satisfaction and retention to increase loyalty of our customers, leverage business opportunities and improve the organizational performance.
• Measure and adapt programs as needed to ensure maximum impact on improving Service NPS to industry leading levels.  Identifying, analyzing, reporting, and presenting KPIs and insights on existing program and program modifications to executive management to gain their support for program modifications and funding as needed.
• Report on Aftersales systems utilization and NPS and push adoption within the network in conjunction with CORA/DORA requirements.
• Maintain strategic partnerships with internal and external stakeholders to build on a premium experience for our owners.
• Plan and manage the roll out of new features within Aftersales Systems and Customer Experience programs managing the roll out to the US dealer network and ensuring expectations are aligned internally and part of dealer-facing programs and trainings.
• Be an expert in designing PowerPoint presentations that are tailored to different audiences from high level insights for executives, and a detailed and actionable view for core teams.

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.

Requirements: 

• Bachelor’s degree in Business Administration or equivalent.
• 3-5 years’ experience in marketing or communications
• 3-5 years working in automotive retail or market NSC.
• 1-3 years’ experience in customer experience or satisfaction
• 1-3 years’ experience in project management.

Preferences:

• Superior stakeholder management and communication skills.
• Strong track record of collaboration, with demonstrable experience working with internal teams, stakeholders, and external partners
• Excellent computer skills (Word, Excel, PPT, Project, etc)
• Structured thinker with ability to plan and manage complex projects
• Experience influencing internal and external business partners