Front of House & Customer Experience Manager (Multi-Site)

BMW Group; Greater London; On-site; 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 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.