Customer Relationship Management

BMW Group | Gurugram, India

About the Role

Lead BMW India’s customer experience, loyalty, and CRM ecosystem.

Key Responsibilities

• Govern One Voice customer feedback operations.
• Manage Dealer & NSC Customer Boards.
• Oversee the BMW Excellence Club loyalty program.
• Drive customer retention, engagement, and lifecycle communications.
• Develop and execute CRM strategy.
• Launch campaigns and partnerships.
• Improve dealer performance and customer experience.
• Utilize data-driven insights and cross-functional collaboration.
• Own end-to-end program governance.
• Manage agency and dealer relationships.
• Provide executive reporting.
• Conduct business planning and budget stewardship.
• Ensure alignment with BMW brand standards, global strategies, and customer-centric business objectives.