An exciting opportunity awaits you in our Brand Management Department, where you will experience pride and passion to work for an industry leader in the automobile industry with a strong heritage for manufacturing premium-quality iconic products. This will be an incredibly valuable experience for you - one that will not only help with your career development but push you closer towards achieving your personal goals as well.

The Customer Experience Specialist is responsible for the coordination and execution of customer research projects for various areas in BMW Group Canada, administering and maintaining the VoC Program, as well as, communicating research results to internal and external stakeholders of the Customer Experience. This role supports the Manager, Customer Experience & CRM to improve overall Customer Satisfaction and identify opportunities along the customer journey to focus on. Customer VoC program and 3rd party research data and analytics is a vital part of this role.

Specific Responsibilities Include:

• Supporting the Manager, Customer Experience & CRM, this role is responsible for the ongoing management of the VoC program for both BMW and MINI – sales and aftersales.
• Preparation and presentation of ongoing internal CX results, as well as external third party research and strategies to Senior Management, internal stakeholders and Retailers. 
• Performs analytic reporting from VoC and third party studies for various departments within BMW Group Canada, including both ad hoc and periodic reporting.
• Provides data and reporting to Regions and Retailers, to target customer pain points and provide action plans for improvement.
• Conducts external research to meet the research requirements of business briefs, including the recruitment of appropriate resources to assist in execution of research initiatives.
• Assists in the planning, execution and administration of research initiatives (e.g. subscribed syndicated research studies, text analytics, focus groups, interviews, external surveys).  Maintains knowledge of latest market research trends and reports.
• Compiles and presents research results to various internal and external stakeholders within BMW Group to drive awareness of the Customer Experience and brand strength.
• Administers and maintains the customer satisfaction program including survey design, compilation of Retailer scores, and supporting score analysis.
• Supports the implementation, testing and training of all Customer Satisfaction platforms.
• Support the implementation of new CX strategies and processes to improve Customer Satisfaction.
• Management of the Customer Satisfaction Research processes and infrastructure.
• Tracking and communication of BSC and RBSC results related to Customer Satisfaction.
• Foster productive business relationships with Retailers, agencies/partners and BMW AG colleagues.

• 4 year University degree and/or Masters in Market Research/Marketing/Business.
• More than 4+ years experience in a similar or related role.
• Strong in data analytics and reporting.
• Marketing, CRM, Digital experience an asset.
• Previous market research experience with surveys, focus groups.
• Excellent presentation and communication skills.
• Demonstrated attention to detail and analytical processes.
• Ability to think “outside the box” and introduce new innovative processes/initiatives.
• Attention to detail, ability to meet tight deadlines in fast paced environment, and excellent organizational skills.
• Automotive industry experience/knowledge.

Benefits of working at BMW Group Canada include: 

• An award winning culture.
• Cutting edge innovation and creativity.
• Incredible BMW, MINI and Motorrad employee vehicle/motorcycle programs.
• Flexible working models.
• Highly competitive compensation.
• Performance incentives programs.
• First-rate health and wellness benefits.
• Education reimbursement. 
• World-class office space.
• Fresh & nutritious meals in our amazing fully staffed, and subsidized, onsite cafeteria.
• Fully stocked coffee/tea bar.

What are you waiting for...jump into the driver's seat and apply today! 
 

BMW Group Canada is committed to attracting and retaining a diverse team of associates and creating an inclusive environment. BMW Group Canada does not discriminate against applicants based on race, national or ethnic origin, colour, religion, sex, sexual orientation, gender identity, or disability or any other status or condition protected by applicable federal, provincial or territorial law.

BMW has an accommodation process in place that provides accommodations for employees with disabilities. Accommodations for disabilities in relation to the job selection process are available upon request. If you require a specific accommodation because of a disability or a medical need, or you would like to learn more about our Accessibility policies, provide feedback or request documentation, please contact Accessibility@bmw.ca.