At BMW Group, everything starts with passion. It turns a profession into a vocation. It drives us to keep reinventing mobility and bring innovative ideas onto the roads. Enthusiasm for joint projects turns a team into a strong unit where every opinion is valued. It is only when expertise, highly professional processes and enjoyment of work unite that we can shape the future together.

We are looking for a Customer Experience Manager

Are you ready to make a significant impact on customer satisfaction and loyalty? We are seeking a motivated and professional Customer Experience Manager to join our BMW Financial Services Marketing Team. In this key role, you will oversee customer experience initiatives for Financial Services across both B2C and B2B segments in the Nordics, including BMW, MINI, Motorrad, and Alphabet fleet.

As a crucial link between the NSC (BMW/MINI National Sales Company) and Financial Services teams, you will ensure that our customer experience strategies align with sales objectives while fostering strong relationships with our customers and dealers. Your expertise will be vital in navigating the complexities of customer interactions and driving initiatives that enhance the overall customer journey. Moreover, you will serve as the product owner for customer-oriented portals and, in collaboration with input from other departments and IT’s project manager, drive customer-focused developments and improvements.

If you have a background in customer experience management, along with strong analytical skills and a collaborative spirit, we would love to hear from you!

What awaits you?

• Join a newly formed team where your contributions will help shape our Customer Experience strategies, processes, and initiatives.
• Enhance B2C & B2B customer satisfaction and loyalty by mapping customer journey touchpoints and managing feedback.
• Develop and implement loyalty programs while collaborating with cross-functional teams to improve customer experience across digital and offline channels.
• Proven experience in leading and delivering projects successfully is essential, including the ability to manage timelines and budgets.
• Utilize data analytics to inform strategies and decisions, ensuring a data-driven approach to customer experience management.
• Facilitate training and development initiatives to promote customer-centric practices within the organization.
• Collaborate with team members in Sweden, Denmark, and Munich, as well as external agencies to ensure all touchpoints align with our Corporate Identity and brand guidelines, acting as an advocate for BMW Financial Services.

What should you bring along?

• At least 5 years of extensive experience in customer experience management or related fields such as UX, Customer Insights, Business Analytics, Sales, or Service Design.
• Significant understanding of customer journey mapping and data analysis, particularly in relation to NPS and other customer feedback metrics.
• Advanced proficiency in BI Tools (Tableau, Clickview) and strong skills in PowerPoint, Excel, and databases.
• Strong track record of presenting to and influencing senior stakeholders.
• A collaborative mindset, with a willingness to work closely with team members and stakeholders to achieve common goals.
• A relevant academic background in Business, Marketing, Communication, or a related field.

To succeed in this role, we believe you are:

• An enterprising attitude, ready to take initiative and contribute ideas that enhance customer experience and satisfaction with a structured approach to task fulfillment.
• Fluent in English (both oral and written) and preferably fluent in one Scandinavian language.
• Capable of influencing senior stakeholders and delivering speeches to various stakeholders to drive change within the organization.
• Committed to continuous improvement in customer experience processes based on insights gathered from customer interactions and feedback.

What you can look forward to

Whatever your heart’s desire – in the BMW Group, you will find a wide range of departments and disciplines across the world where you can share your professional passion with us. As a BMW employee, everyone gets the opportunity to drive their own BMW or MINI on favorable terms.

This is a permanent, fulltime position and you will be reporting to the Marketing Team Lead. The position is located In Silverdal, Sollentuna. The premises are modern and include a lunch restaurant as well as access to a gym and group training classes. If you find this interesting and you’re bringing the right mind-set in combination with a good skill set, please don’t hesitate to apply!

How to apply

Please apply through the “Apply now” button, upload your CV, and answer some questions. We do not want a cover letter. We are actively reviewing applications, so apply as soon as possible. Due to the GDPR, we can’t accept applications through email.

Should you have any questions about the position, please do not hesitate to contact Erik Värendh at Erik.varendh@hammerhanborg.com

We look forward to receiving your application!

At Hammer & Hanborg we make a difference between being competent and being the right person for a job. Competence is much more than a CV and we always match candidates based on potential, values and motivation. We think it’s important that it’s fun to work and we believe in collaboration based on trust and mutual respect. We strive to always encourage and challenge both ourselves and our clients to have the courage to develop and make change happen. We believe that Diversity and Inclusion are strengths and welcome all applicants. Together we create future professional life. You are welcome to join us.  Please read more: hammerhanborg.com 

Hammer & Hanborg by Jurek is a member of Diversity Charter Sweden who works for a world where different ideas, knowledge, experiences, and competence count, where difference is a resource.