As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that go 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, New Jersey.

　　The GKL Customer Experience Senior Specialist assumes the role in identifying opportunities and deploying the necessary tactics required to drive BMW GKL New Car Sales volume and best in class customer service, with a focus on 'in-ownership' customer experience and care through all touch-points with the BMW brand.

　　Key responsibilities:

　　Redefine and implement an improved ownership and loyalization strategy for GKL, focused on industrializing 'surprise and delight' moments throughout the customer journey.Develop a new program of tangible and non-tangible owner benefits for GKL customers to enhance the customer experience and boost loyalty and replacement rate of GKL models.Implement best practices and minimum standards for GKL at the Dealer level through BMW Group U training and steering by Area Management.Creation and management of a dedicated Goodwill budget for GKL models to be deployed by Customer Relations and Aftersales Area Management to effectively resolve customer and product issues in a premium and timely fashion, that is appropriate for a luxury buyer.Development of an enhanced GKL Roadside Assist Program, creating improved service levels which are strictly adhered to and managed for luxury buyers.Steer the BMW Dealer network to increase access to GKL models within the Service experience, providing adequate replacementImplement a priority booking service or priority parts service for GKL buyers which is integrated into the existing BMW eco-system (MyBMW App)Collaborate with a wide range of partners across the organization including BMW AG, Aftersales Business Development, Parts Logistics, IT to implement new programs.Support BMW's GKL strategy for the United States to achieve the long-range sales volume (peak 55,299) and achieve all financial and customer related targets.Define a new and separate loyalization process flow within BMW NA for GKL customers who are in the repurchase phase.Enhance existing systems to create a n enhanced Service appointment booking system fitting of a BMW GKL customer within MyBMW App or via a new Concierge at the Customer Interaction CenterCreate and indirectly manage a dedicated Roadside Assist team that focuses solely on the GKL owner Develop IT systems and processes that monitors and tracks Dealers GKL Loaner fleets and their utilization Review, define and implement Dealer GKL sales process at the Dealership level to enhance the customer experience during the ownership and re-purchase phaseImplement a Focus Market approach for GKL to offer coaching and training to key opportunity stores

　　In support of BMW Group's business objectives, this position requires regular attendance at a BMW office/facility with remote work capability (hybrid). In-office days may be assigned by the line manager.

　　Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:

　　Medical, Dental, and Vision insuranceAll with options for $0 Employee contribution401(k) with Company matchRetirement Income Account (RIA)Employee vehicle programBonus eligibilityPaid Parental Leave of up to 6 weeksPaid Time Off in addition to Company paid holidays where eligibleHybrid work environmentVoluntary Benefits to fit your needs

　　The pay range for this role is $86,084.00 - $101,275.00.

　　The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. 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 North America make 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.

　　At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

　　Qualifications:

　　Requirements:

　　Bachelors degree in BA or Marketing related5-7 years of working in automotive industry or luxury retail Excellent communication and negotiation skillsMarketing / CRM experience preferred

　　Preferences:

　　Experience working with luxury brandsProfound US automotive market and product knowledgeProfound knowledge of sales processes and structuresExcellent presentation and communication skills; Must be able to communicate effectively with dealerships, and companies as well as with all levels within the organization, including internationalHigh entrepreneurial spiritExcellent motivation skills