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Lease Retention Coordinator At BMW Toronto

Location: Toronto, Ontario

Job Description

Responsible for retaining lease, finance and cash purchasing customers as well as reaching out to existing service customers to increase the existing sales portfolio. Act as a liaison between the customer, Sales Consultant, Sales Manager and the Aftersales department. Perpetuate existing customers via follow up plan throughout the ownership cycle.

Customer Retention

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Assist with the maintaining the retailer's lease and finance portfolio with detailed follow up.

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Lead weekly review meetings with each sales and leasing consultant in order to maximize customer loyalty

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Follow up on leads from current service customers with lease or financed vehicles from other retailers to help increase sales and client base

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Generate appointments for current lease, finance and service customers who would like to purchase a new BMW

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Work with sales staff in contacting and developing a rapport with all orphaned lease and finance clients and reassigning their portfolio to a new sales and leasing consultant

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Assist with month end reports to be provided to the Management Team and Retailer Principle

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Promote the retailer ensuring customers are aware of not only the benefits of the product but of BMW Toronto as the leading retailer in Canada

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Provide support to the Sales Consultants, Sales Managers, Service Department and clients with the entire end of lease process

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Intercede on customer and Sales Consultant's behalf in negotiating settlements or finding resolutions. Such as making recommendations for repairs, ordering parts, and ensuring all service is up to date in order to minimize disputes at end of lease

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Ensure proper follow up process is maintained for email, web and 180 leads by Sales and Leasing Consultants

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Monitor maturity logs and track individual accounts for customer's final purchasing decision, making sure that Sales Managers intervene on any at risk accounts

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Assist with implementation of new policies procedures and incentives as required by BMW Group Canada and BMW Financial Services

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Promote an overall positive customer focused retail environment

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Respond to customer concerns quickly and appropriately in such a way as to positively affect the reputation of BMW Toronto and MINI Downtown and look for resolutions that will increase their satisfaction with the retailer