Digital Customer Support & Retention Analyst

BMW Group; Lisboa; Híbrido; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

BMW Portugal Lda. in Lisbon seeks an experienced Marketing Customer Support professional to manage digital services, KPIs, and retention programs across Iberia. You will support Lead Management monitoring, reporting, and dealer incentives while driving digitalization of the customer journey.

The role requires strong analytics, cross-functional collaboration, and stakeholder management in an international context, with Portuguese and English fluency; Spanish is a plus.

Qualificações

• Minimum 5 years in the automotive sector.
• Minimum 3 years in aftersales marketing.
• Strong analytical mindset with KPI monitoring.
• Proactive, structured and results-oriented.
• Fluent in Portuguese and English; Spanish is an advantage.

Responsabilidades

• Support monitoring and reporting Lead Management performance (WVR and feedback).
• Report dealer bonus, incentives and performance follow-up across Iberia.
• Monitor Convenient Journey KPIs incl. Online Payment, OAS, CCR Car Park & Service.
• Support digital customer journey improvements—online appointments, digital sales, apps.
• Update systems for Value Service, Value Repair, Fleet Offer across NSC and dealers.
• Align actions in platforms with B2B, Sales, Used Cars, BMW Bank.

Conhecimentos

Analytical mindset

KPI monitoring

Cross-functional projects

Stakeholder management

Multilingual – PT/EN

Ferramentas

SharePoint

OAS

GPMA

Descrição da oferta de emprego

BMW Portugal Lda. in Lisbon seeks an experienced Marketing Customer Support professional to manage digital services, KPIs, and retention programs across Iberia. You will support Lead Management monitoring, reporting, and dealer incentives while driving digitalization of the customer journey.

The role requires strong analytics, cross-functional collaboration, and stakeholder management in an international context, with Portuguese and English fluency; Spanish is a plus.