Digital Enquiry Executive

BMW Group; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive group in the UK is seeking a Digital Enquiry Executive to manage customer enquiries through various digital channels. The ideal candidate should have at least 12 months of experience in customer service or retail, with excellent communication skills and proficiency in CRM systems. The role offers a hybrid working approach with competitive employee benefits including a company car scheme and training opportunities. Closing date for applications is 9th January 2026.

Benefits

Highly competitive employee benefits package

Company car scheme

Continuous training and development

Pension scheme with contributions

25 days annual holiday plus bank holidays

Qualifications

• Minimum 12 months' experience in sales, customer service, or retail.
• Proven experience with CRM systems and proficiency in Microsoft Office.
• Outstanding communication skills in a premium environment.

Responsibilities

• Manage inbound customer enquiries through digital channels.
• Identify and pass opportunities to sales teams.
• Adhere to service level agreements regarding enquiry responses.

Skills

Communication skills

Customer service experience

Time management

Attention to detail

Tools

CRM software

Microsoft Office

Job description

As the UK’s flagship retailer for the BMW Group, we strive to deliver exceptional customer experiences from the first enquiry all the way through an individual’s ownership journey. Our brands: BMW, MINI, and BMW Motorrad, have made us the world’s leading premium manufacturer of cars and motorcycles. Locally, at Park Lane, our objective is to be the leading representative of these brands for our London-based customers.

The Digital Enquiry Executive at BMW Group Park Lane plays a vital role in the customer journey. As a retailer, we receive a high volume of inbound enquiries from customers seeking more information, requesting test drives, or enquiring directly about purchasing.

Your role will be to manage and communicate with this inbound traffic through various digital channels to identify opportunities that can then be passed on to our expert sales teams.

You will be an experienced communicator with a background in delivering premium or luxury customer service. A clear focus on providing an exceptional experience and identifying commercial opportunities is essential. You will have a proven history of working with IT systems such as CRM software, alongside traditional tools like Microsoft Office.

This role reports to our Group Marketing Manager but shares responsibility with the sales teams across MINI, BMW, and BMW Motorrad.

What awaits you?

• Adhere to service level agreements regarding enquiry response times and processes.
• Follow a clearly outlined contact plan for each inbound enquiry via specified digital channels.
• Comply with BMW network standards and mystery shop requirements.
• Report on all enquiries received, responded to, and those introduced to the sales team.
• Follow up with the sales team to ensure contact and engagement with customers.
• Act as a brand ambassador for Park Lane and BMW Group, maintaining tone and communication style standards.
• Collaborate with colleagues to ensure the best possible experience for all enquiries.
• Identify customer needs and requirements, including providing accurate product information.

What should you bring along?

• Minimum 12 months’ experience in sales, customer service, retail, or a similar environment.
• Excellent time management skills, particularly in handling a high volume of inbound communications.
• Outstanding communication skills, ideally gained in a premium or luxury environment.
• Excellent English language proficiency (native or fully proficient).
• Self-motivated and comfortable working autonomously.
• Proven experience with CRM systems and strong proficiency in Microsoft Office.
• Exceptional attention to detail, especially in reporting and accurate record-keeping.

Details

• Hybrid working approach, with a minimum of two days a week at BMW Group Park Lane (Mayfair, W1K 7TT)
• Highly competitive employee benefits package
• Advantageous company car scheme
• Continuous training and development
• BMW Group Pension (Employer contribution from 8%–16%)
• 25 days’ annual holiday (plus bank holidays)

Closing Date: 9th January 2026

With BMW Group a career can offer long term opportunities for growth and development locally, nationally and internationally. The BMW Group invests in its employees and boasts a positive and supportive culture and flexible working environment. With prestigious offices based around the UK that provide a great place to work with good people and exciting, engaging and industry leading brands.

We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.

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.

Successful candidates will be required to complete background screening checks and the offer of employment will be subject to results which we consider are satisfactory. Checks will include references, right to work, IT system Compliance Integrity Check (COIN), CV and relevant qualifications. Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. If you have any queries on any of these checks, please discuss with us and we will be happy to go through with you in more detail.