Multi-Site Front of House & Customer Experience Manager

BMW Group; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

BMW Group, Park Lane and Park Royal in London, is seeking a Front of House and Customer Contact Manager to lead customer-facing operations across both sites and to ensure exceptional service at every stage of the customer journey across Sales and Aftersales.

You will manage recruitment, onboarding, training, rotas and out-of-hours event cover, travel between sites to provide visible leadership, coach performance, and maintain premium showroom standards and CRM accuracy.

Qualifications

• Leadership experience managing customer-facing teams in luxury automotive or premium retail/hospitality environments.
• Proven ability to build strong client relationships and deliver premium customer experiences reflecting a luxury brand.
• Excellent organisational and time management skills with the ability to manage multiple responsibilities.
• Strong problem-solving and decision-making abilities for VIP interactions and escalated concerns.
• Experience monitoring service quality and performance metrics to drive improvements.
• Inspire and develop high-performing teams while maintaining presentation and service standards.

Responsibilities

• Lead Front of House and Customer Contact operations across both Park Lane and Park Royal, ensuring seamless daily operations and showroom standards.
• Travel between Park Lane and Park Royal to provide visible leadership and consistency across sites.
• Manage resources including recruitment, onboarding, training, rotas and out-of-hours event cover; coach performance and 1:1s.
• Champion exceptional customer experiences across Sales and Aftersales, including VIP handling and escalated concerns.
• Monitor and optimise customer contact performance, switchboard operations, service levels, and CRM accuracy.
• Produce and analyse customer experience and call performance reports to drive continuous improvement and achieve NPS targets.
• Establish and maintain high standards of call quality, enquiry management and customer interactions via coaching and best-practice processes.
• Act as central point of contact for site operations; liaise with internal departments, contractors and visitors; report IT and Health & Safety matters promptly.
• Maintain exceptional showroom standards reflecting the premium BMW brand in presentation and service.

Skills

Leadership

Customer service

Team coaching

CRM

Resource planning

Operations management

Travel between sites

Communication

Tools

CRM systems

MS Office

Job description

BMW Group, Park Lane and Park Royal in London, is seeking a Front of House and Customer Contact Manager to lead customer-facing operations across both sites and to ensure exceptional service at every stage of the customer journey across Sales and Aftersales.

You will manage recruitment, onboarding, training, rotas and out-of-hours event cover, travel between sites to provide visible leadership, coach performance, and maintain premium showroom standards and CRM accuracy.