Aftersales Customer Experience & Insights Manager at BMW of North America, LLC in Woodcliff Lake, New Jersey

Job Description:

As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that goes well beyond the racetrack. In order to continuously create ultimate driving machines, we drive our growth and design excellence by staffing our teams with individuals who are innovative and always looking for the next great idea. If you share our vision and view yourself as an independent, creative thinker, we invite you to join our team in this exceptional role located in Woodcliff Lake, NJ.

WHAT AWAITS YOU.

• Responsible for the management, leadership and operation of the Aftersales Customer Experience and Insights


• Data Management: Oversee data integration and management processes to ensure accurate and timely access to organizational knowledge and resources.


• Directs the Aftersales VOC program end-to-end, including developing strategies, targets, and execution, while ensuring alignment and operational excellence across departments.


• Platform Development: Lead the design, development, and implementation of a self-service platform that integrates various systems and datasets to provide a seamless user experience.


• Generative AI Integration: Utilize Generative AI and machine learning techniques to create personalized suggestions for training, coaching, and mentoring based on user performance data.


• Establish regional/market/dealer targets for Aftersales systems and programs, and deliver an omni-channel communication strategy to manage customer experience and loyalty.


• Responsible for a several million dollar direct cost, CPV and overhead budgets to deliver on key aftersales growth objectives that deliver customer satisfaction for BMW NA and the Network


• Manages all facets of these programs including:
  
  
  • Overall strategy direction
  
  
  • Business case development
  
  
  • Tableau/offline reporting
  
  
  • Regional meetings including presenting in Center ownership meetings
  
  
  • Working directly with Aftersales Area Managers
  
  
  • Selecting effective marketing channels/campaigns
  
  
  • Being the subject matter expert for Customer Satisfaction
  
  
  
  

WHAT YOU SHOULD BRING.

• Bachelor's degree required, ideally in Business, Project Management, or Communications


• Masters degree preferred


• 7+ years of extensive automotive experience


• 5+ years of project management experience


• 5-7 years of customer satisfaction programs experience, preferably in automotive retail, wholesale, or OEM


• 3+ years of Aftersales experience


• 3+ years of leadership/supervisory experience


• Strong knowledge of Generative AI, machine learning, and NLP, preferred


• Proficiency in data engineering, integration, and analytics, preferred

WHAT YOU CAN LOOK FORWARD TO.

• Medical, Dental, and Vision insurance


• 401(k) with Company match and Retirement Income Account


• Employee vehicle program


• Bonus eligibility


• Paid Parental Leave


• Generous PTO and Company paid holidays


• Voluntary Benefits to fit your needs

Relocation is available for this position.

This is a hybrid role that requires regular attendance in the office.

The expected salary range for this position is $62,500.00 - $125,000.00.

The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.

Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

BMW in the United States is an equal opportunity employer. It is the policy of BMW Group in the United States to provide equal employment opportunity (EEO) to all qualified persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.