Customer Experience Manager

Customer Experience Manager BMW of Bloomfield Hills Bloomfield Hills, MI Benefits Hiring Process Work Environment Job Details BMW of Bloomfield Hills is looking for a knowledgeable and friendly Customer Service Manager to join our dealership team and deliver extraordinary customer experiences. BMW of Bloomfield Hills About the Role We are seeking a polished, professional, and customer-focused Customer Experience Manager to be the first point of contact and welcoming presence in our luxury automotive dealership. This individual sets the tone for the customer experience by ensuring our amenities are well-maintained, interactions are seamless, and guests feel valued at every step of their visit. This role is ideal for someone who thrives in a high-end, fast-paced environment and takes pride in delivering an exceptional experience. Key Responsibilities Front-of-House Leadership : Serve as the first face of the dealership by greeting and assisting all customers, guests, and vendors with professionalism and warmth. Service Drive Coordination : Greet service customers as they enter the drive, assist with check-in, and ensure a smooth handoff to their respective Service Advisor. Customer Experience Oversight : Ensure the dealership lobby, lounge, and amenities (coffee, refreshments, charging stations, etc.) are consistently maintained to luxury brand standards. Hospitality Management : Oversee customer waiting areas, ensuring a comfortable and inviting environment. Anticipate needs and go above and beyond to provide exceptional service. Communication Hub : Manage incoming calls, emails, and inquiries; direct customers to appropriate departments or staff members with professionalism and accuracy. Event & Concierge Support : Assist with customer appreciation events, test drive coordination, or concierge services to elevate the overall dealership experience. Customer Relations : Act as a liaison between customers and dealership teams to ensure smooth handoffs and resolve minor concerns quickly. Brand Ambassador : Uphold and represent the dealership's image, culture, and values in every interaction. Qualifications Proven background in hospitality, customer service, or front-of-house leadership (luxury brand or dealership experience preferred). Exceptional communication, interpersonal, and organizational skills. Professional appearance and demeanor, with a genuine passion for delivering best-in-class customer service. Strong attention to detail and ability to manage multiple priorities in a fast-paced environment. Proficiency in Microsoft Office and comfort with dealership/CRM systems a plus. What We Offer Full benefits package, including health, dental, vision, 401(k), and paid time off. Opportunity to work in a premier, luxury automotive environment. A culture that values professionalism, customer focus, and growth. Imagine working in a professionally and financially satisfying job where you have the opportunity to make a positive impact on our organization and customers every day. As a Customer Experience Manager, you are the dealership's front line and first impression. You will professionally and courteously greet and help connect customers by phone or in person with our dealership team to ensure an excellent customer experience. WHAT WE HAVE TO OFFER Fortune 500 company, consistently recognized by Automotive News as among the "Best Dealerships to Work For." Proudly named to Glassdoor's Best Places to Work Comprehensive benefits program, including health care options (medical, dental and vision) and 401k savings and retirement plan with company match. Training, resources and opportunities for career growth and advancement, tailored to individual performance, experience and interests. Values-driven culture built on integrity, professionalism, excellence and teamwork. WHAT YOU CAN BRING TO THE TABLE Commitment: Ensure our customers have a world-class car-buying experience at every step along their journey. Service: Assist customers and vendors by phone or in person to find the support they're looking for, and route them promptly to the appropriate team member. Authenticity: Connect with customers about their vehicle questions in a professional manner that reflects understanding, clarity and accuracy, and courtesy. Collaboration: Support the dealership sales and service team during events, service rush hours and as otherwise needed onsite, often during non-traditional hours. Technical Expertise: Capably manage telephone switchboards to handle customer calls, and enter basic customer demographic information into the sales control system as required. APPLY WITH US! If you are ready for a rewarding career with competitive compensation and benefits, and opportunities to excel and advance, consider joining the Penske Automotive Group organization. Our interview process typically includes a phone interview, several in-person interviews, background check, reference check, driving record review and a drug screen. Be a part of the best customer experience team in the automotive industry... apply with us today! Penske Automotive Group is an equal opportunity employer and maintains a drug- and alcohol-free workplace. Some positions may require applicants to possess a valid driver's license and have a good driving record. Req Number: 34085 Position Code: 712813 Type: Full-time Dealership: BMW of Bloomfield Hills Location Address:1845 S Telegraph Road