BMW Group Financial Services UK is looking for a Customer Communications Manager. This role is based at the Summit ONE Campus in Farnborough.

The Customer Communications Manager is responsible for the development and management of BMW Financial Services' UK customer communication governance framework, ensuring adherence with it and that it is aligned with HQ guidelines, other local governance frameworks, as well as ensuring compliance with local legal and regulatory requirements (e.g. FCA’s Consumer Duty).

What awaits you?

• Ensure that the BMW Financial Services business across all customer communication types (e.g. letters, emails, website contents, call scripts, etc) - has governance structures, alignment, controls and oversight around our customer communications and interactions.
• Deliver oversight of customer communications integrity and compliance within a central governance structure, while ensuring that process owners around the business are involved, empowered and supported whenever change/updates are required.
• Support business process owners, Certified Individuals (CIs) and communications owners/stakeholders with the achievement of Consumer Duty requirements around “Consumer Understanding” and “Consumer Support”.
• Define and maintain customer communications governance, including bespoke communications, in collaboration with other departments, process owners, Certified Individuals (CIs) and Senior Management Functions (SMFs) in accordance with requirements from the FCA, BMW Financial Services Compliance and the Customer Duty.
• Responsible for coordinating ongoing and thorough testing procedures of customer communications (including letters, emails, website information and call-scripts among others).
• Support the creation of greater transparency around the ownership and content of communications across our business processes and throughout our Business to Consumer (B2C) and Business to Business (B2B) Customer Journeys.
• Responsible for the ownership/coordination of customer communication change processes, in support of other business change processes within BMW Financial Services.

What should you bring along?

• Proven Customer Relationship/Communications Management experience and background with both internal and external service providers.
• Experience working within a financial services or regulated environment.
• A working knowledge of customer communications across the different BMW Financial Services' UK customer journeys is useful/preferred.
• Proven ability to deliver both strategically and tactically.
• Proactive, self motivated and passionate about “The customer”.
• Excellent analytical skills and ability to articulate results to all stakeholders within the business.
• Excellent communication skills and used to present to senior management.
• Excellent negotiation and influencing skills.
• Excellent project management and organisational skills.

In 2024 BMW Group Financial Services UK was recognised as a Top Employer. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.

At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement.  [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid

All  applications should include an up to date CV.

Successful candidates will be required to complete background screening checks and the offer of employment will be subject to results which we consider are satisfactory. Checks will include references, right to work, IT system Compliance Integrity Check (COIN), CV and relevant qualifications. Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. If you have any queries on any of these checks, please discuss with us and we will be happy to go through with you in more detail.

Closing date for applications: 3rd April 2024

We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.

ZF Friedrichshafen AG  

Tokai Rika Group  

Ford Motor Company  

Brose Group  

Jaguar Land Rover  

Dana Incorporated  

AB Dynamics  

UTAC  

Tenneco  

INEOS Automotive