Customer Journey Manager Automotive (m/f/d)

About the Bovensiepen Group

What began in 1965 in Kaufbeuren as Burkard Bovensiepen's vision is today an internationally recognized family business with a distinctive DNA. For years, the family business has been managed by his sons Andreas and Florian and stands for automotive masterpieces, craftsmanship excellence, and perfection in every detail. What is created here is created with dedication, precision, and the highest quality standards.

With the transfer of the ALPINA brand rights to BMW, a new chapter is now beginning for the group. The automotive passion will be continued under the independent brand Bovensiepen with a new focus. Six divisions form the backbone of the group of companies, which sees transformation as an opportunity.

For the expansion of our used car business, we are looking for a leadership personality with an entrepreneurial mindset and approach.

Your Role – Customer Experience, Orders, and Further Development in One Hand

You will be responsible for the customer experience for two vehicle worlds: our new Bovensiepen vehicles, which are created in our manufactory in Buchloe according to customer wishes, and our Certified Cars, inspected and reconditioned premium used vehicles.

From the first inquiry, you will accompany the customer hand in hand with our sales advisors and trading partners: Sales will conduct the sales conversation, you will make the entire journey to handover and the time thereafter an experience. Your customers expect every detail to be perfect and appreciate any idea that makes their vehicle even more personal.

This role is being created in this form for the first time with us. You are not taking over a finished process, you are shaping it: Which moments delight our customers? What does a handover look like that they will talk about for years to come? When is the right time for the appropriate special equipment? You will implement your answers yourself. The vehicles you manage are created 50 meters from your desk.

Tasks

• Configuration and Customization: You will advise customers together with sales on equipment, materials, paint colors, and interior, and translate their wishes into binding production and reconditioning orders.

• Additional Business with Tact: You will offer special equipment and additional services related to care and service at the right time, always in a consulting capacity, never pushy.

• Order Management: You will track deadlines, clarify detail questions directly with the manufactory, workshop, purchasing, and logistics, and proactively inform the customer about every milestone. This makes you the central point of contact for our customers.

• Handover as the Highlight: You will plan and design the vehicle handover in Buchloe, at the trading partner's, or at the customer's location, not as the end of the process, but as the first highlight of a long-term customer relationship.

• Aftercare: After the handover, in coordination with sales and trading partners, you will orchestrate ongoing contact, gather feedback, quickly resolve concerns, and identify opportunities for accessories, service, or the next vehicle.

• Further Developing the Customer Journey: You will analyze customer feedback and satisfaction scores, continuously improve contact points, and contribute ideas for customer events, manufactory tours, and handover formats.

• Data That Matters: You will maintain customer and order data in CRM and ERP systems so that sales and management can base decisions on it.

This role is not the administrative work behind sales. It is the face of Bovensiepen between the first inquiry and the key handover, and far beyond.

What you will achieve in the first twelve months

• You will get to know customers, trading partners, the manufactory, and vehicles, and independently manage the first orders through to handover.

• You will map out the current customer journey and identify the moments that delight – and those that need improvement.

• You will develop a handover and aftercare concept that our customers have never experienced before and that will be sustainably remembered.

• You will build an offering of special equipment, additional services, and experiences that suits the customer and make its success measurable.

Qualifications

Your Profile – Hospitality and Business Acumen

You have a genuine feel for people and enjoy delighting them. You meet discerning customers on an equal footing, discuss stitching patterns with the saddler, and keep ten orders in parallel without any of them falling through the cracks. You enjoy selling because you know that the right offer at the right time is a win for the customer.

What you bring

• Commercial apprenticeship (e.g., automotive sales assistant) or university degree

• Several years of experience in customer service, order management, or sales – in the premium automotive sector or with similarly demanding clientele, such as with luxury brands, in premium hospitality, or private banking

• Enjoyment of selling and proven success in additional or follow-up business

• Enthusiasm for high-quality vehicles and the desire to immerse yourself deeply in their world of equipment

• Proficient use of CRM (Creatio) and ERP systems (e.g., Microsoft Business Central) and MS Office

• Fluent German, good English, driver's license class B, and willingness to travel occasionally for handovers

What additionally convinces us

• Experience with BMW or other premium brands

• Experience with customization programs, vehicle configuration, or small series production

• Experience with customer events, clienteling, or customer satisfaction metrics (e.g., NPS)

• Additional foreign language (English, French, Italian, Japanese) for supporting international customers

What is more important to us than any certificate: instinct for people, the will to think through every order to completion, and the joy of making more possible for a customer than they expected.

Benefits

What we offer

Family business for over 60 years: Short communication lines between customer, manufactory, and management. Your ideas do not get lost in an approval loop, but reach the people who make decisions.

• Scope for Design: A new role that you will shape from the beginning, with clear responsibility for the customer experience

• Performance-Based Compensation: Fixed salary plus bonus, linked to additional sales and customer satisfaction, so your contribution is directly visible

• Direct Reporting Line to Sales Management and close collaboration with the Manufactory and Management

• Product Proximity: Vehicles that are handcrafted in Buchloe and passionate buyers whom you know personally and always keep in focus

• Structured Onboarding: Together with Sales, the Manufactory, and at our trading partners

• Location Buchloe in the Allgäu: High quality of life, direct connections towards Munich, Memmingen, and Augsburg

Ready?

If you read these lines and feel that this is more than just a job advertisement for you, apply now.

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