Service Retention & Growth Lead – Automotive

BMW Group; Richmond Hill (GA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Award-winning culture

Vehicle/maintenance programs

Competitive compensation

Health and wellness benefits

World-class office space

Onsite meals and coffee bar

Job summary

BMW Group Canada is seeking a Senior Service Retention Specialist to develop and drive loyalty programs across the BMW and MINI service networks. You will focus on converting inactive customers, optimizing service opportunities, and coordinating with marketing, CRM, and retailers to maximize profitability.

You will lead analytics, offer development, and training for retailer teams, with a focus on Service Inclusive and VSP programs.

Qualifications

• College degree in automotive industry or business management.
• Minimum 5 years of relevant experience, automotive preferred.
• Exceptional customer service skills interacting with automotive retailers.
• Strong project management capabilities and stakeholder collaboration.
• Excellent communication, presentation, and analytical skills.
• Familiarity with parts distribution methodologies and service processes.
• Ability to travel worldwide.
• Strong PC skills including Microsoft Excel and SAP.

Responsibilities

• Develop and implement service retention programs and opportunities at retailer level.
• Lead analytics to guide planning for service initiatives and measure opportunities.
• Collaborate with CRM, Marketing, Retailers and IT to create customer-oriented offers.
• Drive activation of Service Inclusive maintenance programs and VSP across the network.
• Support and train Retailer Aftersales Development Specialists to foster conversions.
• Report KPIs to senior management and cross-functional teams.

Skills

College degree or higher

Customer service

Project management

Interpersonal skills

Analytical skills

Sales and relationship building

Cross-functional collaboration

Budget/sales management

Communication and presentation

Attention to detail

MS Excel

SAP

Travel willingness

Education

College degree in automotive or business

Tools

Excel

SAP

Job description

BMW Group Canada is seeking a Senior Service Retention Specialist to develop and drive loyalty programs across the BMW and MINI service networks. You will focus on converting inactive customers, optimizing service opportunities, and coordinating with marketing, CRM, and retailers to maximize profitability.

You will lead analytics, offer development, and training for retailer teams, with a focus on Service Inclusive and VSP programs.