MANAGER, AUTOMOTIVE CUSTOMER CARE (FLV) Our Customer Interaction Services team is currently looking for an experienced customer service leader who is passionate about delivering a premium level of service to our customers across our luxury cars and motorcycles. The role will be responsible for managing and supporting our outsourced contact centre leaders and teams to ensure they have the right training, tools, and resources to deliver exceptional customer service, as well as managing a small team of in-house support and customer complaint specialists. You will be passionate about identifying the root causes of customer concerns and actively working collaboratively across the organisation to continuously improve the customer experience. What awaits you? The opportunity to make a significant impact by driving change in the delivery a premium level of service to our BMW Group customers. Manage and own the implementation of the customer strategy for the National Sales Company customer contact centre for the Australian and New Zealand market to continuously improve and transform the customer experience across the BMW Group. Manage initiatives and execute the operation of the National Sales Company Customer Care and Complaint Management teams. Facilitate constant development and improvement of customer care processes, systems, and operating model to improve efficiency, reduce customer effort and deliver a premium customer experience. Lead and develop high performing team members to achieve personal targets and contribute to the team and organisations success. Qualifications & Experience A tertiary qualification in Commerce / Business Administration or equivalent. Strong stakeholder management experience and negotiation in a large corporate environment. A minimum of 5 years’ experience in the OEM Automotive environment, Financial Services, or other luxury goods segment. Proven experience in the deployment of Customer Journey models across multi-disciplined and multi-channel environments. Proven leadership experience. Demonstrated Change Management and Project Management experience, leading large transformational projects, exhibiting technical and leadership capability. Well-developed communication skills. Strong analytical stills to transform customer insights into actionable changes to influence customer experience. What can you look forward to? We believe in hiring the best talent in the market and fostering an environment where our people can learn, experience, and grow. What you can expect is: An attractive remuneration package Flexible Work policy and practices Health & Wellbeing initiatives Lifelong learning & career development BMW & MINI promotions and product offers Annual spend on BMW & MINI merchandise Free onsite parking Onsite café Subsidised onsite gym, dry cleaning and car wash facilities A dynamic, inclusive and sustainable working environment BMW Group is an equal opportunities employer and takes great pride in fostering and promoting diversity in every aspect of our work life and culture. We highly regard the skills, knowledge, experience, ideas, perspective and energy our diverse workforce brings into the company. Employment at BMW Group Australia is conditional upon pre-employment checks undertaken by the candidate on request and clearances received. This includes qualifications and employment checks, relevant background checks and may include police check(s) and credit check(s). By applying for a role at BMW Group Australia the candidate confirms: They have valid rights to work in Australia They agree to undertake integrity checks upon request should their candidacy progress to an offer of employment. https://youtu.be/4z3ecsOEMhg
