BMW Portfolio Retention Manager

BMW of Brooklyn•New York, NY

62d•Hybrid

About The Position

The Portfolio Retention Manager is responsible for actively managing BMW of Brooklyn's existing customer portfolio with a primary focus on lease maturity retention, customer re-engagement, and generating sales opportunities from the dealership's existing customer base. This is a proactive, results-driven position. The Portfolio Lease Retention Manager is expected to continuously mine the portfolio, identify customers approaching lease maturity or other ownership-cycle opportunities, conduct consistent outbound customer outreach, schedule appointments, and work closely with the sales management team to convert those opportunities into retained BMW customers. Every customer interaction, contact attempt, and follow-up must be properly documented in the dealership CRM with detailed, actionable notes.

Requirements

Experience Required

Nice To Haves

Familiarity with VinSolutions CRM and BMW Infobahn preferred but not required.

Responsibilities

Mine the BMW customer portfolio daily for upcoming lease maturities and retention opportunities.
Prioritize customers 120-180 days from lease maturity, with increased contact frequency as maturity approaches.
Conduct proactive customer outreach by phone, text, and email.
Educate customers on lease-end options and identify opportunities to transition customers into a new BMW before maturity.
Generate qualified showroom and sales appointments for the sales team.
Re-engage customers who have not responded to previous dealership outreach.
Work assigned orphan-owner and reassigned Client Advisor portfolios.
Maintain an organized follow-up schedule so opportunities are not lost due to lack of contact.
Record every customer contact attempt and conversation in the CRM.
Ensure CRM notes clearly identify the customer's situation, lease maturity, conversation, objections, vehicle interests, next action, and scheduled follow-up date.
Follow up on appointments to confirm attendance and track the final outcome.
Coordinate closely with sales managers and Client Advisors to ensure a smooth customer handoff.
Track retained customers, lost customers, appointments, sales, and outstanding opportunities.
Provide management with weekly portfolio and retention reporting.
Maintain professional communication consistent with BMW customer-service standards.