AcceleratiON Program - Customer Support Coordinator

BMW Group; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global automotive leader in Mexico is looking for a Customer Support Coordinator for their AcceleratiON Program. This role focuses on developing customer retention strategies and managing lead processes to ensure efficient conversion rates. You will collaborate with various teams to enhance the overall customer experience through loyalty programs and communication strategies. Ideal candidates should possess a bachelor's degree, professional experience in customer support, and fluency in both English and Spanish. This position offers a dynamic environment to cultivate innovative customer solutions.

Formación

• Not more than 3 years of professional experience.
• At least 4 months of international experience.
• Proven experience in customer support or lead management.
• Strong understanding of lead conversion processes.

Responsabilidades

• Develop and implement customer retention strategies.
• Manage end-to-end lead process for customer conversion.
• Analyze customer feedback and behavioral data.
• Collaborate with cross-functional teams for alignment.
• Monitor and report key metrics to senior management.

Conocimientos

Customer retention strategies

Customer support experience

Lead generation

Analytical skills

Communication skills

Collaborative teamwork

Fluent in English and Spanish

Educación

Bachelor’s degree in Business Administration or related field

Herramientas

CRM systems

Lead management tools

Descripción del empleo

AcceleratiON Program - Customer Support Coordinator

SPREAD ENTHUSIASM. SHAPE THE FUTURE.

SHARE YOUR PASSION.

Knowing the destination isn't enough: you need to know how to get there. Build up your own networks, exploit new ideas, consistently take the initiative. Inspire other people with your enthusiasm. That's the only way to give ideas the power that allows them to become true innovations.

AcceleratiON Program - Customer Support Coordinator.

BMW Mexico.

As Customer Support Coordinator - AcceleratiON Program you will be responsible for developing and executing effective customer retention and lead management strategies aimed at reducing churn, increasing loyalty, and improving lead quality and conversion rates. In addition you will manage the end-to-end lead process, from lead generation and capture to qualification, routing, and timely follow-up to ensure effective conversion. Additionally, you will analyze customer feedback and behavior data to identify opportunities for improvement and optimize retention and lead initiatives.

As well as collaborate closely with Customer Support, Sales, Marketing, and Product teams to align strategies with business goals, designing loyalty programs, personalized communications, and proactive outreach campaigns to enhance the customer experience. You will also monitor and report key metrics to senior management while training teams on best practices to maximize impact.

What awaits you?

• Develop and implement customer retention and lead management strategies to minimize churn, enhance customer loyalty, and improve lead quality and conversion rates.
• Manage the end-to-end lead process, including lead generation (data-generated leads), capture, qualification, routing, and timely follow-up to ensure effective lead conversion.
• Analyze customer feedback, support interactions, and behavioral data to identify at-risk customers and optimize retention and lead initiatives.
• Collaborate cross-functionally with Customer Support, Sales, Marketing, and Product teams to ensure alignment of retention and lead management efforts with overall business objectives.
• Design, oversee, and connect loyalty programs, personalized communications, and proactive outreach campaigns to enhance the overall customer experience.
• Monitor, report, and provide actionable insights on key retention and lead metrics to senior management.
• Train and support teams on best practices related to retention and lead management to maximize effectiveness and impact.

What should you bring along?

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Not more that 3 years of professional experience.
• At least 4 months of International Experience as exchange programs, research and development or leadership programs.
• Proven experience in customer support, customer retention, or lead management roles, preferably in the automotive or related industries.
• Strong understanding of customer retention strategies, lead generation, and conversion processes.
• Excellent analytical skills with the ability to interpret customer feedback and behavioral data to drive actionable insights.
• Experience working collaboratively in cross-functional teams including Sales, Marketing, Product, and Customer Support.
• Proficient in CRM systems and lead management tools.
• Strong communication and interpersonal skills, with the ability to design personalized customer communications and loyalty programs.
• Results-oriented mindset with excellent organizational and time management skills.
• Ability to monitor, report, and present key performance metrics to senior management effectively.
• Fluent in English and Spanish.

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.

AcceleratiON Program - Customer Support Coordinator