BMW CUSTOMER RELATIONSHIP MANAGER
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Description

 

As the world’s leading premium car brand, BMW is known worldwide for its outstanding customer service.  How do we achieve this?  Through employing people who understand innovative products and premium service. 

As a BMW Customer Relationship Manager you will be at the forefront of the automotive industry.

Reporting to the Dealer Principal, you will be responsible for establishing and maintaining dealership customer relationship management activities to ensure increased existing customer loyalty and attract conquest customers.

Minimum Job Requirements:

Senior Certificate (Grade 12)

Computer literate (office suite)

Advantageous Requirements

Tertiary qualification in business commerce  and or/marketing

Motor Dealership Industry experience and/or Customer Relationship Management experience

 

Key Working Relationships:

Internally: all departmental heads

Externally: all customer (including corporate clients), BMW SA regional sales manager, and other BMW dealerships, BMW SA CRM Dept, External Suppliers (i.e. marketing agencies, events co-ordinators, caterers etc)

Key Performance Areas:

Establish and implement a Customer Relationship Management strategy for the dealership

  • Conduct SWOT analysis of all current CRM activities at dealership

  • Establish CRM objectives with Dealer Principal and dealership management

  • Ensure agreed action plans are developed to achieve short and long term CRM objectives for the dealership

  • Establish KPI’s for measuring success of strategy are implemented

  • Conduct strategic reviews and amend objectives and approaches as required with Dealer Principal and dealership management

Coordinate dealership customer communications

  • Identify and agree on customer touch points and responsibilities

  • Review customer touch points and identify potential improvements

  • Conduct regular assessments of customer touch points and ensure continuous improvement

Coordinate marketing initiatives and events

  • Compile dealership marketing plan (and update monthly)

  • Identify marketing opportunities utilising customer and prospect data from database

  • Ensure marketing communications are in line with BMW SA CI and approved by the Regional Sales Manager BMW SA

  • Coordinate with BMW SA and MINI SA brand departments on brand and product events

  • Review dealership marketing plan monthly

Coordinate potential sales opportunities across  dealership departments

  • Coordinate approach for handling sales opportunities within the dealership

  • Establish agreed roles and responsibilities with sales management for handling opportunities

  • Monitor effectiveness of opportunity follow - up with sales teams

  • Report on sales conversion from opportunity sources

Maintain accurate customer database

  • Ensure customer and prospect data is captured accurately by relevant front line staff on dealership database

  • Ensure customer database contains both accurate sales and after sales data

  • Establish processes for monitoring data quality

  • Ensure data is kept relevant and accurate

  • Establish processes for collecting additional data i.e. hobbies, lifestyle, special characteristics to facilitate segmented marketing campaigns

Improve dealership customer experience

  • Ensure customer feedback is accurately captured

  • Identify possible strengths and weaknesses in customer experience at dealership

  • Coordinate (internal) customer complaints process

  • Identify possible trends and repeats in customer complaints

  • Recommend possible action plans to dealership management

 

Responsible for attending  relevant BMW SA training courses and self-development and ensure an understanding of vehicle evaluations

 

  • Ensure timeous arrival for training courses

  • Ensure all pre-read work subsequent to the training course has been done

  • Responsible for self – development (i.e. familiar with latest competitor product information, industry tendencies etc.)

  • Complete all necessary evaluation documentation