Team Lead Customer Support; Retention to BMW Northern Europe

We are now looking for a Team Lead Retention to one of the world´s most leading manufacturers of cars and motorcycles – the BMW Group.


Everyone who works within the BMW Group is proud to be able to deliver cars, financial services and customer experiences with the highest quality. Customers all over the world are proud to drive a BMW. Do you also want to be proud? Share your passion for customer experience!



What awaits you?

As Team Leader Retention you will be part of the team Customer Support and work closely together with two other colleagues within the retention team. Your main responsibility as Team Lead will be to develop and increase the customer retention for BMW and MINI as well as the customer journey overall.


• Rollout of the Value service and Service inclusive strategy in combination with Lead Management in the Northern Europe region.

• Develop efficient and tailored marketing campaigns in the different Nordic markets to support the success of the retention program

• Combine the different retention products and develop the Northern Europe retention strategy further.

• Development and implementation of initial training of the markets and dealer network of newly implemented data driven retention system.

• Develop and execute training programs related to retention together with the Training team.

• Close cooperation with other retention topics like Service Activated Roadside Assistance.

• Define and report relevant KPIs for steering the success of the Service Inclusive, the Value Service program and Lead Management.

• Continuous interaction with the Customer Support team in Munich, IT and Brand Management to ensure sustainable success of the programs.



What should you bring along?

• You have a proven track record of well-developed skills within the area of Customer Support as well as experience of change management.

• If you have experience within the automotive industry, it is beneficial.

• You must be business oriented combined with having solid commercial understanding.

• You are self-driven and able to plan your own workdays.

• You have a flexible mindset with the ability to work independently on multiple tasks.

• To be successful you also need to be proactive, analytical, structured and solution oriented.

• You need to have good communication skills as well as the ability to take your knowledge to provide advice tailored to the audience in an effective and efficient manner.

• Naturally you are an energetic person who is willing to go the extra mile without losing quality.

• Since you will work closely with the Customer Support managers and the area managers in the different markets in addition to cross functional within the Northern Europe organization and towards the Customer Support teams in Munich, you need to be collaboration oriented.

• You need to be fluent in written and verbal in both English and one of the Scandinavian languages (Swedish, Danish or Norwegian).



What does it mean to work for BMW?

At BMW Group, everything starts with passion. It turns a profession into a vocation. It drives us to keep reinventing mobility and 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 unite 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.



Further information

The position is located at BMW´s Nordic head office in Sollentuna / Silverdal. The premises are modern and include a lunch restaurant as well as access to a gym and daily workouts. As a BMW employee, everyone gets the opportunity to drive their own BMW or MINI on favorable terms. The position is full-time, starting immediately or by other agreement.


Are you looking for an exciting challenge? Then join our team. We look forward receiving your application at www.jurek.se in English. For any questions, please reach out to the responsible Recruitment Consultant Evelina Thimper at evelina.thimper@jurek.se


Område: Sollentuna

Anställning: Tillsvidare

Omfattning: Heltid




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Ansök snarast . Arbetsort : Sollentuna . Publicerat : 5 januari

Kategorier : Chef & Ledning Kundservice

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