Senior Service Retention Specialist

The Service Retention Specialist role focuses on developing programs and strategies to foster customer retention and realize growth opportunities within the BMW and MINI service business. This role will investigate and develop opportunities for Retailers to increase customer loyalty within the service process and programs as well as through an understanding of vehicle segmentation. The Specialist will work with other departments and Retailers to ensure that the programs that are developed are aligned with Retailer service capacity and Retailer profit maximization in the broader network. The role is responsible for executing and leading strategies which aim to bring inactive service customers back to the Retailer for automotive repairs and services, including strategic leadership & development of VSP, Customer Pay & Service Inclusive maintenance programs.

What awaits you?

• Operates to ensure Customer Support is proactively seeking opportunity in the car park for service opportunities. Develop plans to promote programs via communication channels and service process at the Retailer.
• Develop and assess key analytics to guide planning and focus for service initiatives. Working with Marketing Intelligence Solutions (MIS) tool, teleservice, other service-related analytic systems to develop and measure opportunities. In depth understanding of the car park and segmentation opportunities will be critical.
• Collaboration with other departments will be required, including CRM, Marketing, Retailers, Regions, Sales, Pre-Owned, IT to generate and integrate Service Opportunities/offers (National and Retailer-specific) that are customer oriented and targeted. Example: Special offer for Oil Change. Understand current communication channels and how to integrate messaging and retention opportunities.
• Evaluate and create new opportunities around Service Process at the Retailer level. Examples: Work with Pre-owned team to ensure a Service Strategy is in place for the BMW and MINI used car business that ensures a link from the customer to our business in the ownership cycle.
• Evaluate and create new opportunities to grow Service Inclusive packages at the Retailer level. Examples: Collaborate with the other departments i.e. BMW Financial Services or Pre-owned on opportunities to increase customer purchases of Service Inclusive at the time of vehicle purchase.
• Work closely with the Retailer Aftersales Development Specialists (RADS) field team to drive active customer conversions for BMW & MINI. The objective is to train and equip the RADS with the necessary tools and know-how to further steer Service and Marketing managers at the Retailer. The end goal is to utilize systems and tools that help to identify and drive service opportunities within the network. In addition to Opportunity analysis, also provide Retailer support on Teleservice Analysis, and driving the VSP usage across the network.
• Working with Customer Support Pricing and Marketing teams to enhance and refine the Value Service Packages program. Work with Aftersales Marketing to improve communication strategy and measurements to assess impact of programs and measure the active customer conversion metrics month on month.
• Act as a centre of competence and subject matter expert at BMW Group Canada for Service Inclusive Maintenance programs & VSP.
• Monthly reporting and KPI’s to be developed and communicated to Senior Management and AG colleagues around key projects and campaigns such as (VSP Tracking, 55 Point Inspection Reporting and AG reporting, BSI Penetration & Sales).
• Work with the Customer Support Strategy and Innovations team to identify key touch points/messaging around the customer experience and develop incentive programs to drive the overall Service Retention and the overall customer service experience at the Retailer.
• Responsible for interface between One-Eighty Corp and BMW CA and AG to ensure all Service Inclusive contracts sold by retailers are properly uploaded into the international warranty system (SPOA).
• Other tasks as required.

What should you bring along?

• College degree in a recognized automotive industry program. Or University degree in business or management.
• 5 years minimum of relevant experience, Automotive preferred
• Exceptional customer service skills, ideally interacting with automotive retailers, with the desire to exceed expectations.
• Project Management Experience leading a project and collaborating with stakeholders, working from idea to execution.
• Exceptional interpersonal and selling skills with ability to influence and drive change management processes.
• Superior analytical skills
• Strong technical knowledge of automotive topics, including automotive aftermarket competitive products.
• Strong experience in conceptual sales and relationship building
• Strong project management capabilities are required
• Ability to understand budget/sales management accounts and performance indicators
• Proven ability to influence cross functional teams without formal authority
• Familiarity with parts distribution methodologies and industry stakeholders
• General knowledge of automotive repair methodologies and overall technical competencies
• Excellent communication, presentation, analytical and facilitation skills are essential
• Ability to multi-task, work independently within a departmental team and to be creative and flexible
• Attention to detail and ability to meet deadlines
• Strong PC skills with Microsoft office programs, specifically Microsoft Excel and SAP.
• Ability to travel worldwide.
• Capable of confident upward management to immediate Manager and extended Management team.

Note: Please apply exclusively online via our career portal. Applications via other channels (esp. e-mail) cannot be considered.

What we offer?

• An award-winning culture.
• Cutting edge innovation and creativity.
• Incredible BMW, MINI and Motorrad employee vehicle/motorcycle programs.
• Highly competitive compensation.
• Performance incentives programs.
• First-rate health and wellness benefits.
• Education reimbursement.
• World-class office space.
• Fresh & nutritious meals in our amazing fully staffed, and subsidized, onsite cafeteria.
• Fully stocked coffee/tea bar.

** We encourage interested candidates who may legally work in Canada to apply for the role.

Compensation

The compensation range for this role is $62,500 - $90,600 with variations based on factors like experience, education and skills. Experienced candidates are encouraged to apply.

BMW Canada is committed to being an equal opportunity employer and to fostering an inclusive and accessible experience for all candidates. We welcome and encourage applications from people with disabilities. Accommodation is available on request. Candidates may contact [email protected] for accessibility assistance/ support during the recruitment process.

At the BMW Group, we place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants.

Learn more here.