Senior Service Retention Strategist - Drive Loyalty & Growth

BMW Group; Richmond Hill; On-site; CAD 63,000 - 91,000; Full time

Benefits offered by this job

Award-winning culture

Advanced vehicle programs

Onsite cafeteria

Health & wellness benefits

Competitive compensation

Job summary

BMW Group Canada is seeking a Senior Service Retention Specialist to design and drive customer retention initiatives across BMW and MINI service networks. You will lead program development, analytics, and cross‑functional collaboration to maximize retailer profitability and customer loyalty.

You will partner with CRM, Marketing and Retailers to implement service opportunities, manage Service Inclusive offerings, and drive active customer conversions through data-driven strategies and effective

Qualifications

• 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.
• Project Management Experience leading a project and collaborating with stakeholders, 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 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.
• 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 Excel and SAP.

Responsibilities

• Develop plans to promote service programs via communication channels at the Retailer.
• Analyze key metrics using MIS tools to guide service initiatives.
• Collaborate across CRM, Marketing, Retailers, Regions, Sales, IT to create customer-oriented opportunities.
• Create Service Opportunities/offers for national and retailer-specific programs.
• Grow Service Inclusive packages at retailer level.
• Train RADS to drive conversions and support retailers in service opportunities.
• Refine Value Service Packages and measure impact with marketing teams.
• Act as a subject matter expert for Service Inclusive Maintenance programs & VSP.
• Report KPIs monthly to senior management and AG colleagues.
• Identify touchpoints in customer experience and develop incentive programs.

Skills

Customer service

Project management

Interpersonal skills

Analytical skills

Sales & relationships

Budget awareness

Communication skills

Education

College degree in automotive industry program

University degree in business or management

Tools

Microsoft Excel

SAP

Microsoft Office

Job description

BMW Group Canada is seeking a Senior Service Retention Specialist to design and drive customer retention initiatives across BMW and MINI service networks. You will lead program development, analytics, and cross‑functional collaboration to maximize retailer profitability and customer loyalty.

You will partner with CRM, Marketing and Retailers to implement service opportunities, manage Service Inclusive offerings, and drive active customer conversions through data-driven strategies and effective