BMW Group Service Manager

• May 2022 - Present

BMW Group Customer Relations Manager

• Feb 2015 - Jun 2022

- Managing VoC (Voice of Customer) Process between BMW AG, Borusan Otomotiv and Dealers, monitoring NPS (Net Promoter Score) and action plans of Borusan Otomotiv and Dealers,- Perform monthly root cause analysis of customer dissatisfaction (Customer Board), creating action plans for Borusan Otomotiv and ensure action plans for Dealers are in place to improve OSAT,- Managing Goodwill, Road Side Assistance and Courtesy Car fleet budget (2.2 M €),- Managing CSI Bonus Program (1.5 M €),- Managing courtesy car fleet (56 BMW cars),- Managing Road Side Assistance operations (24/7 Call Center, Towing and On The Site Support, Concierge),- CSI (Sales and Aftersales) /IACS survey follow up and reporting,- Court cases follow up with legal departments and relevant authorized dealers,- Customer complaints follow up,- Implementing Customer Relations Advisor Coaching Program and conducting Customer Relations Conferences,- 2015,2016,2017 and 2018 Premium Automotive ACE (Achievement in Customer Excellence) Awards (sikayetvar.com),- 2017 Automotive Segment A.L.F.A. (Actionable, Leader, Fast, Ambitious ) Award (Marketing Türkiye Magazine), Show less

BMW Group Aftersales Unit Manager

• Feb 2008 - Feb 2015

* Technical- Responsible for 30 dealers from a technical perspective in terms of technical dealer standards and repair process. Extensive 1:1 end user customer contact representing the manufacturer,- Investigating and issuing technical problems to BMW AG,- Technical support to dealer network,- Technical support to Parts Department,- Technical support to Customer Relations Department,- Technical support to Warranty Department,- Warranty audits issues,* Bussiness - Implementation of Borusan Otomotiv Aftersales Retail Standards in accordance with BMW AG Retail and TS 12047 Standards ,- Implementation of BMW i Aftersales Dealer Organization,- Continuous support and supervision to Dealer Network to improve Customer Satisfaction.- Evaluation of New Dealer Applications, Investment Plan preparation and follow up until Authorized Repairer Agreement stage.- Develop action plan with dealers, negotiate its implementation and monitor it effectively.- Advise dealers on best practice for recruitment, selection, developing and training their staff.- Periodically audit dealers in terms of BMW Group Retail Standards and prepare action plans- Implementation of BMW TeleServices/Connected Drive operations in Turkey.- Implementation of BMW Navigation System and getting approves of the maps from General Command of Mapping (first appoved maps in Turkey). Show less

Service Advisor

• Mar 2006 - Feb 2008

Managing customer requests and promoting BMW Group's parts and accessories.Process repair orders, quotes and invoicesProvide customer support via phone and face-to-face at the dealershipEnsure customer approval for all remedial work to be carried outInternal coordination of service work to adhere to commitments made to customersEnsure BMW Group QMA and Retail Standards

Part Stock Planning Specialist

• Feb 2005 - Mar 2006

Workshop Foreman

• Feb 2003 - Feb 2005