Customer Experience Project Manager

2 weeks ago

Farnborough, Hampshire, United Kingdom BMW Group Full time
Customer Experience Project Manager

As a key member of the BMW Group team, you will be responsible for creating and implementing effective customer experience programs and initiatives that deliver premium retail experiences across Retailer and National Sales Company interactions.

Key Responsibilities:

  • Develop and implement customer experience programs that enhance premium customer experiences, eradicate pain points, and are financially sustainable for the BMW Group and Retail organisations.
  • Research and analyse market and customer intelligence to identify threats and opportunities to business, and develop appropriate activities via effective retail/wholesale programs and an integrated social media strategy.
  • Collaborate with cross-functional teams to ensure seamless execution of customer experience initiatives.
  • Monitor and evaluate the effectiveness of customer experience programs and make data-driven decisions to improve their impact.

Requirements:

  • Degree level or equivalent automotive experience.
  • A strong desire to deliver exceptional levels of service to all customers, retailers, suppliers, and BMW Group associates.
  • A good understanding of the automotive industry, preferably the BMW Group or other Premium brand.
  • Knowledge of social media platforms, tracking and engagement tools, and online techniques is required, together with the ability to think analytically and laterally with an excellent attention to detail.
  • Advanced Office, Excel, and PowerPoint skills are essential.
  • Business social media monitoring and analytics experience is essential.
  • An understanding of consumer laws and data protection legislation is desirable.

About the BMW Group:

The BMW Group invests in its employees and boasts a positive and supportive culture and flexible working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and exciting, engaging, and industry-leading brands. We are proud to be a part of the Disability Confident scheme, which supports employers to make the most of the talents disabled people can bring to the workplace.

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