Customer Support Coordinator
BMW Group
full-time
Posted on:
Location Type: Office
Location: 🇲🇽 Mexico
Visit company websiteJob Level
Junior
About the role
- Develop and implement customer retention and lead management strategies to minimize churn, enhance customer loyalty, and improve lead quality and conversion rates
- Manage the end-to-end lead process, including lead generation (data-generated leads), capture, qualification, routing, and timely follow-up to ensure effective lead conversion
- Analyze customer feedback, support interactions, and behavioral data to identify at-risk customers and optimize retention and lead initiatives
- Collaborate cross-functionally with Customer Support, Sales, Marketing, and Product teams to ensure alignment of retention and lead management efforts with overall business objectives
- Design, oversee, and connect loyalty programs, personalized communications, and proactive outreach campaigns to enhance the overall customer experience
- Monitor, report, and provide actionable insights on key retention and lead metrics to senior management
- Train and support teams on best practices related to retention and lead management to maximize effectiveness and impact
Requirements
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field
- Not more that 3 years of professional experience
- At least 4 months of International Experience as exchange programs, research and development or leadership programs
- Proven experience in customer support, customer retention, or lead management roles, preferably in the automotive or related industries
- Strong understanding of customer retention strategies, lead generation, and conversion processes
- Excellent analytical skills with the ability to interpret customer feedback and behavioral data to drive actionable insights
- Experience working collaboratively in cross-functional teams including Sales, Marketing, Product, and Customer Support
- Proficient in CRM systems and lead management tools
- Strong communication and interpersonal skills, with the ability to design personalized customer communications and loyalty programs
- Results-oriented mindset with excellent organizational and time management skills
- Ability to monitor, report, and present key performance metrics to senior management effectively
- Fluent in English and Spanish
Benefits
- Health insurance
- Professional development
- Bonuses
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retention strategieslead generationconversion processesanalytical skillscustomer feedback analysisbehavioral data interpretationCRM systemslead management toolsloyalty programs designperformance metrics reporting
Soft skills
communication skillsinterpersonal skillsorganizational skillstime management skillsresults-oriented mindsetcollaborative teamworktraining and supportproactive outreachcustomer experience enhancementanalytical thinking
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in MarketingBachelor's degree in Communications