Customer Relation Systems Manager

As the Customer Relations System Manager at BMW North America, you will play a pivotal role in overseeing and optimizing the Salesforce Customer Relationship Management (CRM) system, ensuring seamless integration and enhanced user experience for our Customer Relations teams across multiple locations.

You will lead cross-functional collaboration to define system requirements, manage budgets, and deliver insightful reporting that supports strategic decision-making.

Your expertise will drive improvements that enhance operational efficiency, customer satisfaction, and business outcomes.

WHAT AWAITS YOU.


* Lead the planning, management, and enhancement of the Salesforce CRM system for BMWNA's Customer Relations teams in Hilliard, Ohio, and Woodcliff Lake, NJ, ensuring system updates support uninterrupted business operations.


* Collaborate closely with Salesforce developers and internal stakeholders to define user requirements, review test scripts, and oversee system testing and training documentation.


* Ensure system enhancements deliver measurable ROI, improve representative efficiency, and elevate customer experience.


* Manage and forecast the Customer Relations budget, including maintenance, projects, enhancements, and departmental overhead, while coordinating with cross-functional finance teams.


* Oversee the preparation and delivery of comprehensive Customer Relations reporting, including KPI dashboards, monthly executive presentations, and ad-hoc data analysis to support business needs and legal requirements.


* Develop and maintain data models and report protocols for CRM and integrated systems, enabling detailed analysis of product trends, customer issues, and operational performance across all BMW Group brands.


* Provide leadership in system design reviews, training, and mentoring to enhance team capabilities in data analysis, reporting best practices, and business process improvements.


* Manage business continuity documentation and represent the Customer Relations Department as a key member of the Crisis Committee, ensuring timely communication and resolution of system outages and incidents.


* Coordinate cross-functional engagement to support specialized systems used by Customer Relations Representatives, including the Nice CX One phone system and SR Quality tools.

WHAT YOU SHOULD BRING.


* Bachelor's degree required, preferably in IT, Data Analytics, Business, or a related field


* 5-7 years of experience in operations, data analytics, or computer and information systems management, including leadership experience


* Comprehensive understanding of all Customer Relations and Services sections, including Roadside Assistance, Customer Satisfaction, Special Product Investigation, Social Media, and Class Action, to effectively manage and lead new project initiatives in a rapidly evolving environment


* Familiarity with applicable data privacy practices and legal requirements


*...