Customer Experience & Retail Standards Manager

Overview

BMW Eurokars Auto is seeking an innovative and strategic Head of Customer Experience and Retail Standards to elevate our customer service and retail experience to unparalleled heights.

This role involves developing strategies to improve customer satisfaction, leading the Customer Experience Call Centre, and collaborating with Sales, Aftersales, and Marketing teams to analyse feedback and implement data-driven improvements. The focus is on fostering a customer-centric culture, maintaining high retail standards, providing staff training, and effectively managing customer complaints to ensure exceptional service quality.

Job Description and Responsibilities

As the Head of Customer Experience and Retail Standards at BMW Eurokars Auto, you will be responsible for driving a customer-centric strategy that enhances overall customer satisfaction and reinforces our brand's reputation for excellence. Your key responsibilities will include:

• Strategy Development: Create and implement innovative customer experience strategies that align with BMW's values and elevate retail standards.
• Team Leadership: Lead and motivate the Customer Experience Call Centre, cultivating a culture of excellence and accountability.
• Call Centre Management: Develop SOPs and implement continuous improvements for processes.
• Voice Of Customer: Improve quality score card and response rate from retail sales and aftersales customers.
• Enhance Customer Journey: Map and continuously refine the customer journey, ensuring exceptional service delivery at every stage.
• Complaint Management: Oversee the resolution of customer complaints and quality-related issues, implementing effective measures to enhance satisfaction and loyalty.
• Data Analysis: Utilise customer feedback and market data to identify trends, assess performance, and develop actionable strategies for improvement.
• Training and Development: Provide ongoing training and professional development opportunities for staff to ensure high standards of service are upheld.
• Collaboration: Work closely with Sales, Aftersales, and Marketing teams to align objectives and ensure a cohesive brand experience across all customer touchpoints.
• Retail Standards Maintenance: Establish, communicate, and maintain retail standards that reflect the quality and sophistication of the BMW brand in all customer interactions and within the showroom.

Your role will be pivotal in shaping the future of customer experience at BMW Eurokars Auto and ensuring that each customer leaves with the utmost satisfaction, further enhancing the loyalty and reputation of our brand.

Requirements:

• Bachelor's degree in Business, Communications, Hospitality or a related field.
• A minimum of 5 years of experience in Customer Experience or Service Management, preferably in the automotive and or hospitality industry.
• Proven track record of leading teams and driving performance improvements in customer service environments.
• Strategic thinking and analytical skills, with experience in data analysis and trend identification.
• Exceptional communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Deep understanding of customer behaviour, service excellence, and retail standards.
• Proficient in customer relationship management systems and MS Office Suite.