Customer Experience Project Manager

1 month ago

Farnborough, United Kingdom BMW Group Full time

INNOVATION IS IMAGINING WHAT NO ONE ELSE CAN

SHARE YOUR PASSION FOR EXCELLENCE

Everything starts with passion at the BMW Group. It turns a profession into a vocation. It drives us to keep reinventing mobility and to bring innovative ideas onto the roads. Enthusiasm for joint projects turns a team into a strong unit where every opinion is valued. It is only when expertise, highly professional processes and enjoyment of work are united that we can shape the future together. Whatever your heart’s desire – in the BMW Group, you will find a wide range of departments and disciplines across the world where you can share your professional passion with us.

Customer Experience Project Manager

FTC until December 2025

What awaits you?

Create, develop and implement a range of effective customer experience programmes and initiatives that deliver premium retail experiences across Retailer and National Sales Company interactions, ensuring the BMW Group continues to attract, retain and build customer loyalty. Define innovations at retailer and customer touchpoints which enhance premium customer experiences, eradicate pain points, and are financially sustainable for the BMW Group and Retail organisations. Shape the development of customer insight systems and Social Media listening (i.e. Text Analytics) to further improve internal systems and processes. Success is measured through improvements in touchpoint performance, target achievement, profitability and customer satisfaction. Develop and implement specific customer programmes for specialist customer areas such as: E-Mobility, Battery Electric Vehicles and Luxury class. Research, analyse and utilise market and customer intelligence from the BMW Group, its competitors and external sectors, to identify threats and opportunities to business, and develop appropriate activities via effective retail/wholesale programmes and an integrated social media strategy.

What should you bring along?

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. Experience of managing agencies, high levels of workload and tight deadlines to deliver optimum results. Excellent communication and influencing skills at all levels, both internally and in the Retail organisation. 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

Closing Date: 25/10/2024

As a part of the BMW Group, a career with BMW (UK) Ltd can offer long term opportunities for growth and development locally, nationally and internationally. 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.

At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement. [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid

Successful candidates will be required to complete background screening checks and the offer of employment will be subject to results which we consider are satisfactory. Checks will include references, right to work, IT system Compliance Integrity Check (COIN), CV and relevant qualifications. Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. If you have any queries on any of these checks, please discuss with us and we will be happy to go through with you in more detail.

We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.

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