Salesforce Operations Manager in Farnborough

BMW Group UK is looking for a Salesforce Operations Manager. This role is based at the Summit One Campus, Farnborough GU14.

What awaits you?

• Responsible for UK Wholesale and Direct sale CRM platform strategy, including associated communication technologies, to identify the target CRM landscape to meet the changing needs of customers, business users and 3rd party providers.
• Work across multiple stakeholders in UK and Europe to define and prioritise business requirements (includes managing conflicting user types, different data sources and structures, as well as broad range of workflow processes).
• Negotiate and influence across UK and Europe to agree product development roadmap and manage the implementation of new processes and technologies.
• Provide specialist expertise and act as business consultant for WHCRM and ESO CRM (Salesforce), supporting the development of an effective Salesforce operation, meeting the needs of all UK users and stakeholders.
• Ensure the integrity of customer data, including data quality, by establishing robust business rules and processes, for the purposes of reporting, analysis and data access requests that conform to UK data compliance regulations and protect the Group from potential reputational damage/fines.
• Set, plan and steer WHCRM and ESO CRM development roadmap to include future technologies and solutions, based upon changing customer trends/behaviours and user requirements.
• Simplify internal and external user interfaces and integrated contact channels, to provide 'single customer view', leading to higher customer 'First Contact Resolution' and cost reduction through lower Average Handling Times, and contact deflection.
• Analyse and establish commercial business cases for the Robotic Process Automation and Artificial Intelligence, re-engineering customer journeys and processes, resulting in time and cost efficiencies.
• Act as agent of change, utilising stakeholder relationships and change management techniques to create acceptance for change, ensuring fast adoption of tools and processes to drive higher performance and savings, and decommissioning of legacy tools/technology.

What should you bring along?

• Degree level or equivalent automotive experience.
• Experience of working with and implementing change within Salesforce.
• A strong background and desire to deliver exceptional levels of service to all customers, retailers, suppliers and BMW Group associates.
• Excellent management experience, dealing with fixed deadlines, multiple stakeholders (UK and Europe) and tight commercial controls.
• Experienced at change management, problem solving and strategic development.
• Ability to influence and negotiate at all levels, in addition to influencing positive behaviour in others, including remote management of 3rd party providers.
• Excellent IT skills and a working knowledge of Confluence, Jira and highly developed Excel skills are preferred.
• Confident in learning new IT systems/technology.
• Strong communication skills across the organisation, and be a confident presenter with ability to engage diverse audiences.
• In-depth experience of CRM systems/contact centre technologies.
• Ideally be Salesforce Certified / Accredited.
• Advanced Office, Excel, PowerPoint, JIRA and Confluence skills are essential.
• Kanban desirable.
• An understanding of data protection legislation, GDPR and consumer laws.

At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer, so please discuss your individual requirements as part of the application process to help us agree on a suitable arrangement. We place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants. We are proud to be part of the Disability Confident scheme, which supports employers in making the most of the talents disabled people bring to the workplace. We have various employee resource groups and invite you to speak confidentially with any of these groups before applying for a role. Please email us directly at Recruitment-uk@bmwgroup.com to arrange an informal discussion. Successful candidates will be required to complete background screening checks, and the offer of employment will be subject to satisfactory results. These checks include references, right to work, IT system Compliance Integrity Check (COIN), CV, and relevant qualifications. Additional checks may include criminal records, adverse financial (credit), directorships, address verification, internet research, and/or driving licence. If you have any queries about these checks, please discuss them with us, and we will be happy to provide further details.