Front of House and CC Manager

BMW Group; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Job summary

BMW Group is seeking a Front of House and Customer Contact Manager to lead customer-facing operations across Park Lane and Park Royal in London. The role encompasses managing showroom standards, VIP handling, and an exceptional customer journey across Sales and Aftersales.

You will lead and develop teams, travel between sites, and ensure premium brand presentation and operational consistency. Strong leadership, English fluency, and IT proficiency are essential.

Qualifications

• Experience leading customer-facing teams in luxury retail, automotive or hospitality.
• Proven ability to deliver premium customer experiences and manage VIP interactions.
• Excellent English communication, both written and spoken.

Responsibilities

• Lead Front of House and Customer Contact operations across Park Lane and Park Royal.
• Travel between sites to provide visible leadership and ensure consistent brand standards.
• Manage recruitment, onboarding, training, rotas and coaching across teams.
• Drive customer journey excellence from showroom to handover and aftersales.
• Monitor service levels, response times, CRM accuracy and improvement opportunities.

Skills

Leadership experience

Customer service

Team development

Communication skills

IT skills

English fluency

Tools

Microsoft Office

CRM systems

Job description

BMW Group Park Lane is looking for a Front of House and Customer Contact Manager to lead customer-facing operations across both our Park Lane and Park Royal locations in London.

The Front of House and Customer Contact Manager will lead and develop teams across both sites, ensuring exceptional customer service standards are delivered at every stage of the customer journey across both Sales and Aftersales. The role will drive operational excellence, team performance and a premium brand experience across all customer touchpoints. Regular travel between the Park Lane and Park Royal sites is an essential requirement of this position to ensure effective leadership, collaboration and operational consistency.

What awaits you?

• Lead and oversee all Front of House and Customer Contact operations across both Park Lane and Park Royal, ensuring seamless daily operations, showroom standards and effective opening and closing procedures.
• Regularly travel between both locations to provide visible leadership, operational support and ensure a consistent customer experience and brand standard across each site.
• Manage team resources including recruitment, onboarding, training, rotas and out-of-hours event cover, while driving engagement, performance and development through regular coaching and 1:1s.
• Champion exceptional customer experiences across Sales and Aftersales, ensuring a seamless customer journey, premium vehicle handovers and professional handling of VIP and escalated customer concerns.
• Monitor and optimise customer contact performance, including switchboard operations, service levels, response times, enquiry handling, lead capture and CRM accuracy.
• Produce and analyse customer experience, call performance and operational reports, using insights to drive continuous improvement and achieve NPS and customer satisfaction targets.
• Establish and maintain high standards of call quality, enquiry management and customer interactions through coaching, auditing and implementation of best-practice processes.
• Act as the central point of contact for site operations, liaising with internal departments, contractors and visitors, while ensuring maintenance, IT and Health & Safety matters are reported and resolved promptly.
• Maintain exceptional showroom standards, ensuring Front of House teams consistently reflect the premium BMW brand through presentation, professionalism and attention to detail.

What should you bring along?

• Previous leadership experience managing customer-facing teams within luxury automotive, premium retail or hospitality environments, ideally across multiple sites and supporting both Sales and Aftersales operations.
• Proven ability to build strong client relationships and deliver consistently exceptional customer experiences that reflect a premium brand.
• Excellent organisational, planning and time management skills, with the ability to prioritise effectively and manage multiple responsibilities simultaneously.
• Strong problem-solving and decision-making abilities, with experience handling escalated customer concerns and VIP interactions professionally and discreetly.
• Experience monitoring service quality, analysing performance metrics and implementing improvements to enhance customer satisfaction and operational effectiveness.
• The ability to inspire, motivate and develop high-performing teams while maintaining exceptional standards of presentation, behaviour and service delivery.
• Flexibility and willingness to travel regularly between the Park Lane and Park Royal sites to support business requirements and ensure operational consistency across both locations.
• A passion for BMW and the luxury automotive sector, combined with strong IT skills, including Microsoft Office applications, and excellent administrative capability.
• Excellent communication and interpersonal skills, including fluent written and spoken English, cultural awareness and the ability to create engaging customer experiences both in person and remotely.

Working Hours & Location

Location: This role is based across both our Park Lane and Park Royal sites in London, and regular travel between the two locations is required.

This role operates on a Monday to Saturday rota, ensuring full cover during showroom opening hours, including bank holidays.

Park Lane Showroom

• Monday, Tuesday, Wednesday and Friday: 09:00 – 18:00
• Thursday: 09:00 – 20:00

There is a late-night opening on Thursdays. However, you may occasionally be required to work later to support specific ad hoc events.

Park Royal

• Monday to Friday: 07:30 – 18:00
• Saturday: 08:00 – 16:00

Flexibility is required to support the operational needs of both locations, including attendance at events and occasional out-of-hours activities where necessary.

Closing Date: 1st October 2026

At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer, so please discuss your individual requirements as part of the application process to help us agree on a suitable arrangement.

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 satisfactory results. These checks include references, right to work, IT system Compliance Integrity Check (COIN), CV, and relevant qualifications. Additional checks may include criminal records, adverse financial (credit), directorships, address verification, internet research, and/or driving licence. If you have any queries about these checks, please discuss them with us, and we will be happy to provide further details.

Front of House and Customer Contact Manager