Customer Support Coordinator Jobs

Customer Support Coordinator

BMW

Location:
Mexico , Mexico City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As Customer Support Coordinator - AcceleratiON Program you will be responsible for developing and executing effective customer retention and lead management strategies aimed at reducing churn, increasing loyalty, and improving lead quality and conversion rates. In addition you will manage the end-to-end lead process, from lead generation and capture to qualification, routing, and timely follow-up to ensure effective conversion. Additionally, you will analyze customer feedback and behavior data to identify opportunities for improvement and optimize retention and lead initiatives. As well as collaborate closely with Customer Support, Sales, Marketing, and Product teams to align strategies with business goals, designing loyalty programs, personalized communications, and proactive outreach campaigns to enhance the customer experience. You will also monitor and report key metrics to senior management while training teams on best practices to maximize impact.

Job Responsibility:

Develop and implement customer retention and lead management strategies to minimize churn, enhance customer loyalty, and improve lead quality and conversion rates
Manage the end-to-end lead process, including lead generation (data-generated leads), capture, qualification, routing, and timely follow-up to ensure effective lead conversion
Analyze customer feedback, support interactions, and behavioral data to identify at-risk customers and optimize retention and lead initiatives
Collaborate cross-functionally with Customer Support, Sales, Marketing, and Product teams to ensure alignment of retention and lead management efforts with overall business objectives
Design, oversee, and connect loyalty programs, personalized communications, and proactive outreach campaigns to enhance the overall customer experience
Monitor, report, and provide actionable insights on key retention and lead metrics to senior management
Train and support teams on best practices related to retention and lead management to maximize effectiveness and impact

Requirements:

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
Not more that 3 years of professional experience
At least 4 months of International Experience as exchange programs, research and development or leadership programs
Proven experience in customer support, customer retention, or lead management roles, preferably in the automotive or related industries
Strong understanding of customer retention strategies, lead generation, and conversion processes
Excellent analytical skills with the ability to interpret customer feedback and behavioral data to drive actionable insights
Experience working collaboratively in cross-functional teams including Sales, Marketing, Product, and Customer Support
Proficient in CRM systems and lead management tools
Strong communication and interpersonal skills, with the ability to design personalized customer communications and loyalty programs
Results-oriented mindset with excellent organizational and time management skills
Ability to monitor, report, and present key performance metrics to senior management effectively
Fluent in English and Spanish

Additional Information:

Job Posted:
December 27, 2025

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