Telford, England, United Kingdom
Management of 34 Dealerships covering half of the UK and Ireland with combined turnover of £400 million Management of all financials within those dealerships ensuring profit levels People management Creating and delivering dealer targets to achieve the overall business target Ensuring all dealerships are compliant Fleet management Management of customer journey and customer satisfaction programmes Tender of new supplier contracts Project management - Responsibility for activation, steering and developing a detailed implementation plan in conjunction with brand stakeholders
• Managed 34 Dealerships in the UK and Ireland, overseeing financials, profit levels, and compliance to achieve a combined turnover of £400 million. • Led fleet management, customer satisfaction programs, and tendered new supplier contracts to drive business growth and efficiency. • Spearheaded project management initiatives, collaborating with brand stakeholders to develop detailed implementation plans for successful activations.
Management of national high impact customer matters (VIP, injury, legal) Vehicle rejection and buy back Thermal incidents Management and support of customer journey Management of Retailer Customer Service performance Brand point of contact for Heads of Business and Senor Management within Retailers Monitoring of BMW/MINIUK social media accounts to remove offline and resolve Sole Customer Service Manager for BMW i8 from launch (flagship model) Full autonomy of goodwill, average monthly expenditure £75000 - £100000 Management and auditing of Retailer goodwill budgets Management and support of UK call centre, approx. 150 seats Working closely with Contact Centre Operations Manager in running the team
Management of all national Financial Services complaints for BMW, MINI, Mottorad and Alphera Managing legal cases and Financial Ombudsman Service cases Ensuring compliance is upheld Liaising with BMW Group UK to ensure the Brand is protected
Management of a team of 22 with both inbound and outbound calling Coaching and training of staff members Auditing Reporting for BMW Group UK Process improvement workshops Due diligence with regards to transfer of services to outsourced operation Managing go live of new outsourced contact centre operation
Management of a team of 4 responsible for 14 accounts Management of the Lloyds TSB vendor, the largest BCA sale Stock control of Lloyds TSB vehicles on site Model mix and selection for auction Reporting to vendor