Customer Lead Management Executive

The Customer Lead Management Executive reports to the CLM Supervisor and will be a valuable member of the Customer Contact Centre and the BMW & MINI Division, you will have a dotted line to the Customer Contact Centre team. The Customer Lead Management Executive will be an active participant in delivering the booking and sales targets as well as supporting the Group with its goals, aspirations, and meeting & exceeding the expectations of both the customer and the brand.

At Snows… Snows is a large, family run, automotive group based in the South and South-West of England. Our business differentiates itself from our competitors by delivering outstanding experiences for our customers, colleagues and manufacturer partners. Customer experience and colleague happiness is at the heart of our business, and we ensure that this focus is applied to everything that we do.

• Promote and maintain positive people relations across the business.
• Deliver the key performance indicators during the Customer booking and up-selling of key products to help the business hit focused sales targets.
• Active selling of retention tools such as Service Inclusive plans, or Brand Specific Packages, Pay monthly options of Bumper.
• Enhance digital awareness with the customer through the MyBMW or MyMINI App, through a streamlined proposition.
• Required to answer Inbound and make outbound calls relating to Booking reminders, digital leads, and securing new business into the company.
• Outbound calls focusing on deferred identified work to secure business.
• Deal effectively & efficiently with issues including customer complaints and resolution.
• Adhering to Quality metrics for making high quality bookings and providing the best in customer service to our customers.
• Confidently make responsible decisions.
• Carry out project work as and when required.
• Comply with all of Snows policies and procedures.
• Hectic and busy department with the ability to work efficiently and in a organised and controlled way, specifically at peak times.
• Able to plan, organise self and meet agreed work deadlines.
• Good listener with the ability to advise and support our team within our team.
• Able to assimilate information quickly and provide considered responses.
• Strong work ethic and adaptable to change.
• Attention to detail and maintains good, accurate quality of work.
• Ability to work to tight deadlines to achieve the business needs.
• Able to react positively to organisational and market changes.
• Good analytical, problem solving and planning skills.
• Able to research a subject and find an appropriate solution.

• Minimum of 2 years’ experience within the Telephony based role.
• Fluent in written and spoken English.
• Full, clean driving licence.
• Experience in leading by example and assisting colleagues in past roles.
• Exposure to Upselling.
• Delivery of targets in a previous role.

• Honesty
• Integrity
• Respect for People

We provide open and honest guidance with all our customers, both internal and external. We act with integrity, trust, and responsibility in everything that we do. We are ambassadors for all our customers in promoting good working practices.