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Title:  Service Retention Development Consultant - South


Yeovil, GB



MSX are currently seeking a highly motivated, conscientious and experienced Service Retention Development Consultant to proactively provide consultative support to the Retailer network to improve labour and part sales performance through customer retention for the BMW brand.


Working as additional support to the Retailers Customer Retention and Aftersales Managers you will assist with identifying initiatives to maintain the loyalty of aftersales customers, as well as attracting new and lapsed customers into the Retailer Network. This will be achieved through in-depth investigative analysis to identify opportunity potential within AOI and Parc along with supporting the Retailers with maximisation of that opportunity through structured marketing and the development of processes.


This Service Retention Development Consultant role involves working within Aftersales and the newly developed Retention teams in the Retailer network across Southern England. Based on the Retailers locations, the ideal applicant location is Yeovil to Horsham.

Your responsibilities:

  • Undertake Service Opportunity and Customer Retention Reviews to identify potential opportunities for performance improvement.
  • Define the scope for strategic opportunity and propose the set of action points to convert the available opportunity
  • Respond to retailers and BMW request for specialist Service support and knowledge on an ‘ad-hoc’ or ongoing basis for specific Retailers    
  • Use agreed action plans and regular reviews to guide the retailer through the process of managing change
  • Support with the delivery of projects and initiatives conceived to increase Customer Retention resulting in Labour and Parts sales growth through new/revised processes, new technology etc.
  • Collate and provide retailer feedback on initiatives, concepts, marketing campaigns, new products etc.
  • Be pro-active around working with the retailer on developing new ideas and initiatives, feeding these into the key stakeholders within BMW and as required, assistance with deployment
  • Develop a strong operational relationship with the Customer Retention Manager (or equivalent), MIS Champion, Service Manager and Head Of Business at all Retailers
  • Maintain communication with the Retailers between visits to offer guidance/support and to ensure that agreed actions etc. are ‘on-track’ for completion
  • Understand the Retailers partnership with customer and develop strategies to further develop this
  • Conduct ROI analysis to present to Senior Management team
  • Liaising with the Retailer, Project Manager and ‘client’ to ensure that commitments to the Retailer, client and MSXI are maintained


Your profile:

  • The ideal candidate will current experience within an Automotive Retailer in the Aftersales or Customer Retention area
  • Strong understanding of Customer Retention principles and Aftersales Marketing concepts
  • Strong understanding of Client and stakeholder management with a professional and proactive approach.
  • Demonstrate a sound understanding of managing and developing a Service Department – with demonstrable results
  • Ability to interpret, analyse data and information from variable sources and make recommendations; including Reporting Dashboards, MIS system, Management Accounts, DMS reports, etc.
  • Proven business development and coaching skills
  • Flexibility to stay away from home for up to three days at a time
  • Excellent verbal and written communication skills with exceptional attention to detail


Working pattern and location:

  • Full time
  • Availability to travel up to 85% of time (field based activities)
  • Field based covering Southern Regions - Yeovil, Sailsbury, Bristol, Southampton, Taunton, Crawley, Eastbourne


What we can offer you:

  • Salary of up to £35,000 per annum £3K OTE
  • BMW branded car, mobile, laptop
  • Other company benefits include: 25 days annual leave, company contributory pension plan, cash back health care scheme, life assurance, car salary exchange scheme, exclusive discounts on everyday purchases as well as exclusive discounts on car purchases.
  • Potential to progress within the company, with global opportunities updated regularly.

About MSX:

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

  • Warranty & Technical
  • Parts & Service
  • Channel Management
  • Customer Engagement
  • Fleet & Mobility

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.



Apply now:

To be considered for the position, please email your current CV to Johanna Smith on Shortlisted applicants will be invited to complete a video interview, followed by an interview in the Essex based Head Office, then a final interview within the Client office in Farnborough, Hampshire.


MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.


Job Segment: Business Development, Consulting, Sales, Automotive, Service

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