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BMW Group

Senior Service Retention Specialist

Richmond Hill, ON, Canada

The compensation range for this role is $62,500 - $90,600 with variations based on factors like experience, education and skills. · Full-time

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Job details

Pay: The compensation range for this role is $62,500 - $90,600 with variations based on factors like experience, education and skills.
Job type: Full-time
Apply by: Nov 28, 2026
Posting language: English
Posted: Oct 29, 2026

Original job description

The Service Retention Specialist role focuses on developing programs and strategies to foster customer retention and realize growth opportunities within the BMW and MINI service business. This role will investigate and develop opportunities for Retailers to increase customer loyalty within the service process and programs as well as through an understanding of vehicle segmentation. The Specialist will work with other departments and Retailers to ensure that the programs that are developed are aligned with Retailer service capacity and Retailer profit maximization in the broader network. The role is responsible for executing and leading strategies which aim to bring inactive service customers back to the Retailer for automotive repairs and services, including strategic leadership & development of VSP, Customer Pay & Service Inclusive maintenance programs.

What awaits you?

Operates to ensure Customer Support is proactively seeking opportunity in the car park for service opportunities. Develop plans to promote programs via communication channels and service process at the Retailer.
Develop and assess key analytics to guide planning and focus for service initiatives. Working with Marketing Intelligence Solutions (MIS) tool, teleservice, other service-related analytic systems to develop and measure opportunities. In depth understanding of the car park and segmentation opportunities will be critical.
Collaboration with other departments will be required, including CRM, Marketing, Retailers, Regions, Sales, Pre-Owned, IT to generate and integrate Service Opportunities/offers (National and Retailer-specific) that are customer oriented and targeted. Example: Special offer for Oil Change. Understand current communication channels and how to integrate messaging and retention opportunities.
Evaluate and create new opportunities around Service Process at the Retailer level. Examples: Work with Pre-owned team to ensure a Service Strategy is in place for the BMW and MINI used car business that ensures a link from the customer to our business in the ownership cycle.
Evaluate and create new opportunities to grow Service Inclusive packages at the Retailer level. Examples: Collaborate with the other departments i.e. BMW Financial Services or Pre-owned on opportunities to increase customer purchases of Service Inclusive at the time of vehicle purchase.
Work closely with the Retailer Aftersales Development Specialists (RADS) field team to drive active customer conversions for BMW & MINI. The objective is to train and equip the RADS with the necessary tools and know-how to further steer Service and Marketing managers at the Retailer. The end goal is to utilize systems and tools that help to identify and drive service opportunities within the network. In addition to Opportunity analysis, also provide Retailer support on Teleservice Analysis, and driving the VSP usage across the network.
Working with Customer Support Pricing and Marketing teams to enhance and refine the Value Service Packages program. Work with Aftersales Marketing to improve communication strategy and measurements to assess impact of programs and measure the active customer conversion metrics month on month.
Act as a centre of competence and subject matter expert at BMW Group Canada for Service Inclusive Maintenance programs & VSP.
Monthly reporting and KPI’s to be developed and communicated to Senior Management and AG colleagues around key projects and campaigns such as (VSP Tracking, 55 Point Inspection Reporting and AG reporting, BSI Penetration & Sales).
Work with the Customer Support Strategy and Innovations team to identify key touch points/messaging around the customer experience and develop incentive programs to drive the overall Service Retention and the overall customer service experience at the Retailer.
Responsible for interface between One-Eighty Corp and BMW CA and AG to ensure all Service Inclusive contracts sold by retailers are properly uploaded into the international warranty system (SPOA).
Other tasks as required.

What should you bring along?

College degree in a recognized automotive industry program. Or University degree in business or management.
5 years minimum of relevant experience, Automotive preferred
Exceptional customer service skills, ideally interacting with automotive retailers, with the desire to exceed expectations.
Project Management Experience leading a project and collaborating with stakeholders, working from idea to execution.
Exceptional interpersonal and selling skills with ability to influence and drive change management processes.
Superior analytical skills
Strong technical knowledge of automotive topics, including automotive aftermarket competitive products.
Strong experience in conceptual sales and relationship building
Strong project management capabilities are required
Ability to understand budget/sales management accounts and performance indicators
Proven ability to influence cross functional teams without formal authority
Familiarity with parts distribution methodologies and industry stakeholders
General knowledge of automotive repair methodologies and overall technical competencies
Excellent communication, presentation, analytical and facilitation skills are essential
Ability to multi-task, work independently within a departmental team and to be creative and flexible
Attention to detail and ability to meet deadlines
Strong PC skills with Microsoft office programs, specifically Microsoft Excel and SAP.
Ability to travel worldwide.
Capable of confident upward management to immediate Manager and extended Management team.

Note: Please apply exclusively online via our career portal. Applications via other channels (esp. e-mail) cannot be considered.

What we offer?

An award-winning culture.
Cutting edge innovation and creativity.
Incredible BMW, MINI and Motorrad employee vehicle/motorcycle programs.
Highly competitive compensation.
Performance incentives programs.
First-rate health and wellness benefits.
Education reimbursement.
World-class office space.
Fresh & nutritious meals in our amazing fully staffed, and subsidized, onsite cafeteria.
Fully stocked coffee/tea bar.

** We encourage interested candidates who may legally work in Canada to apply for the role.

Compensation

The compensation range for this role is $62,500 - $90,600 with variations based on factors like experience, education and skills. Experienced candidates are encouraged to apply.

BMW Canada is committed to being an equal opportunity employer and to fostering an inclusive and accessible experience for all candidates. We welcome and encourage applications from people with disabilities. Accommodation is available on request. Candidates may contact accessibility@bmw.ca for accessibility assistance/ support during the recruitment process.

At the BMW Group, we place great importance on equal treatment and equal opportunities. Our recruiting decisions are based on the personality, experience, and skills of the applicants.

Learn more here.

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More about this job

Responsibilities

Develop and lead customer retention strategies and service programs for BMW and MINI, using customer segmentation, analytics, and retailer collaboration to bring inactive customers back for service and grow program participation. Support retailers and field teams with tools, training, reporting, and performance measurement, while coordinating service offers and contract administration across internal and external partners.

Requirements

Requires at least five years of relevant experience, preferably in the automotive industry, and a college degree in a recognized automotive program or a university degree in business or management. Candidates should bring strong analytical, project management, communication, sales, and relationship-building skills, automotive aftermarket knowledge, and proficiency with Microsoft Office - especially Excel - and SAP.

Skills

Customer Retention
Automotive Aftersales
Project Management
Data Analysis
Retailer Relationship Building
Sales
Change Management
Strategic Planning
Program Development
Performance Measurement
Communication
Presentation
Stakeholder Collaboration
Microsoft Excel
SAP

Benefits

Health And Wellness Benefits
Education Reimbursement
Employee Vehicle And Motorcycle Programs
Performance Incentives
Subsidized Onsite Cafeteria
Fresh Meals
Coffee And Tea Bar

Visa sponsorship

Not detected in the job text

Keywords

BMW
MINI
Automotive Aftersales
Customer Retention
Value Service Packages
Service Inclusive Maintenance
Customer Pay
Vehicle Segmentation
Customer Support
Retailer Service Capacity
Marketing Intelligence Solutions
Teleservice
Service Opportunities
Pre-Owned Vehicles
Service Process
Customer Conversion
KPI Reporting
55-Point Inspection
BSI Penetration
SPOA
Warranty System
Microsoft Excel
SAP
Parts Distribution
Automotive Repair
Automotive Aftermarket
Project Management

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