Business Steering – Customer Support (BMW) **Location:** * 3 days at BMW Santa Fe offices * 2 days at Insurgentes Call Center (CDMX) **Schedule:** * Monday to Friday from 9:00 am to 6:00 pm Position Description BMW is seeking a **strategic and leadership-oriented profile** to serve as **Business Steering in Customer Support (CS)**. This role will act as the single communication and reporting channel for all CS-related activities at the call center, analyzing results and developing business strategies to enhance operational efficiency and customer satisfaction. Responsibilities * Local governance management: requirements, operational steering, and continuous improvement. * Requesting process or system changes in coordination with the sales company. * Monitoring and ensuring compliance with KPIs. * Daily oversight of customer and dealer relationships via Siebel (calls, agreements, emails, and history logs). * Monitoring, tracking, and resolving complaints from BMW, MINI, and Motorrad customers in Mexico and Latin America. * Supervising team performance to ensure the highest service level. * Proposing and implementing improvements based on KPIs and customer feedback (SF Voice surveys, post-call evaluations). * Internal negotiation with various levels of BMW and the dealer network to efficiently resolve cases. * Handling escalated high-level cases (CEO, CFO, Board Cases) in Mexico, Latin America, and headquarters in Germany. * Channeling customer complaints from BMW, BMW i, and MINI authorized offices or dealers. * Coordinating with internal departments (Parts and Foreign Trade) regarding arrival of required parts. Requirements * Proven experience in **automotive after-sales** and knowledge of the industry. * Intermediate to advanced English (mandatory). * Strategic mindset with leadership capabilities. * Strong negotiation, communication, and conflict resolution skills. * Availability to work under a hybrid schedule (Santa Fe and Insurgentes). We Offer * Monthly net salary: **$32,000** * Quarterly bonus: **$12,000** * Statutory benefits (position registered with IMSS at minimum wage). * Excellent working environment. Grupo Alianza Benefits * Major medical expense insurance. * Referral program: $500 per recommended candidate. **Contact:** Lic. Belinda López Tel: 56 5151 5515 Lic. Ariadna Gúzman 55 2744 0985 Job Type: Full-time Salary: From $32,000.00 per month Benefits: * Discounts and preferential pricing * Referral program * Medical expense insurance * Major medical expense insurance * Life insurance Application Question(s): * Do you have experience leading teams? * Do you have automotive after-sales experience? Language: * English (Mandatory) Work Location: On-site