C1-IB-A-2PT,Customer Support Communication & Digital Technician

This role belongs to the Marketing Customer Support Department in Iberia.It´s main purpose is to support and manage digital services, KPIs, reporting, and retention programs to improve the customer experience in Iberia. What waits you? • Responsible for supporting monitorization and reporting Lead Management performance, including Workshop Visit Rate (WVR) and feedback on Lead management activities. • Report and extract information about dealer bonus, incentive, and performance follow-up activities across Iberia (WVR, Videos e CCR). • Monitor and analyze Convenient Journey KPIs, including Online Payment, OAS, CCR Car Park & Service, and dealer throughput performance. • Support for improving digital customer journey solutions, including online appointment systems, digital sales, mobile applications, and related services. • Responsible for the implementation in the systems of marketing measures and actions for the retention of customers. • Responsible for monitoring and managing performance, payments, and costs at both NSC and dealer level of retention programs: Value Service, Value Repair, Fleet offer • Responsible for updating all systems related to Value Service, Value Repair, and Fleet Offer (e.g. SRPP-NEXT; Portal; OAS; AWP). • Implement, control and promote digitalization of the customer support process (e.g. Value Service, Value Repair, Fleet offer, OAS, Portal…) ensuring alignment between Portugal and Spain. • Define and implement actions within the platforms and systems with B2B, Sales, Used cars, BMW Bank departments to promote Value Service, Value Repair, Fleet offer. • Support the dealer network organization and other internal stakeholders (e.g. Field Force, CiC…) about Value Service, Value Repair, Fleet offer, digitalization inquiries. • Support training sessions on new Digital Services and Value Service, Value Repair, Fleet offer functionalities, tools, and projects. • Prepare and update data, reports, and documentation related to Digital Services and Value Service, Value Repair, Fleet offer in Retailer Hub, SharePoint, DSC, Business Analytics, GPMA, and other corporate systems. • All responsibilities apply for BMW and MINI, Spain and Portugal. What you should bring along? • Minimum 5 years of experience in the automotive sector. • Minimum 3 years of experience in aftersales marketing. • Aftersales District Area Manager is highly desirable. • Strong analytical mindset with experience in KPI monitoring and business performance management. • Proven ability to manage cross-functional projects and retailer network support. • Proactive, structured, and results-oriented approach. • Strong stakeholder management and communication skills in an international environment. • Fluent in Portuguese and English; Spanish is an advantage. • MS Office (advanced). Are you looking for an exciting challenge? Then join our team.