Senior Executive, Customer Experience & Customer Relations

Build the Future of Automotive with Us."

Since 1979, Performance Motors Limited (PML) has been an authorised dealer of BMW cars and official importer for BMW Motorrad in Singapore. As a long-time partner of this German luxury automotive brand, PML has come to be associated with great performance, driving pleasure and service excellence.

As part of Sime Group, ranked No. 25 in the Fortune Southeast Asia 500, we’re connected to a powerful network across nine markets in the Asia-Pacific region. With over 13,900 employees, Sime Motors is a leader in automotive assembly, importation, distribution, retail, and after-sales services.

What You’ll Be Doing

As a Senior Executive, Customer Experience & Customer Relations, you will play a key role in delivering consistent and exceptional customer experiences and ensuring effective case resolution, contributing to stronger customer loyalty and reinforcing a positive brand perception at the dealership.

The position works closely with internal stakeholders and BMW Asia to manage customer feedback and escalations, while also driving continuous Customer Experience improvement initiatives across Sales and Aftersales.

• Handle customer enquiries, feedback, and complaints through the standard feedback management framework, ensuring timely responses, proper documentation, and appropriate escalation.
• Manage end-to-end CX/CR case administration, including acknowledgement, case allocation, tracking, follow-ups, customer correspondence, and reporting to Management and BMW Asia.
• Act as a point of contact for escalated customer cases, including meetings with customers where required.
• Collaborate closely with internal stakeholders (Sales, Aftersales, Service Managers, Legal, Finance) and external parties (customers, BMW Asia) to drive case resolution.
• Assist with legal and buy-back related cases, ensuring information accuracy and proper documentation.
• Provide guidance and coaching to customer-facing teams on customer handling and professional written communication.
• Review and edit customer correspondence prepared by Sales and Aftersales teams to ensure clarity, professionalism, and alignment with brand standards.

• Serve as the system administrator for the VoC platform, liaising with support teams on system issues, enhancements, and maintenance.
• Coordinate VoC data uploads for Sales and Aftersales, ensuring data accuracy and completeness.
• Monitor NPS and VoC scores, identify irregularities, and work with relevant teams on follow-up actions.
• Track customer centricity KPIs defined by Head Office and BMW Group Asia and highlight performance gaps.
• Administer customer centricity reward programmes, including result consolidation, prize distribution coordination, and reporting.
• Support Google Reviews management by monitoring reviews, responding where appropriate, and escalating low-rated reviews to relevant teams for service recovery.

• Act as custodian of the PML Customer Board, coordinating meetings, preparing materials, documenting minutes, tracking action items, and updating progress on the VoC Customer Board portal.

• Support the integration and elevation of customer experience standards across Sales and Aftersales touchpoints.
• Conduct quality checks across offline customer touchpoints, including showroom experience and F&B standards.
• Support customer experience improvement and innovation initiatives.
• Monitor and ensure consistent execution of CX standards by frontline teams, working with stakeholders on corrective actions where needed.

• Serve as the designated QCCM representative, overseeing CX and CR governance in accordance with BMW Group Asia frameworks.
• Obtain and maintain QCCM certification as required by BMW Asia.
• Act as a key liaison with BMW Asia on customer care governance, reporting, and escalations.

• Manage submission and follow-up of CX and CR related invoices to ensure timely vendor payment and continuity of customer experience programmes.

• Diploma or Degree in Business Administration, Communications, Service Management, Hospitality Management, Marketing, or related fields.
• Minimum 4 years of relevant experience in Customer Experience (CX), Customer Relations (CR), complaints management, service quality, or customer management, preferably in a service-driven environment.
• Prior experience in a luxury or premium‑brand environment will be advantageous.
• Strong data analysis and interpretation skills.
• Excellent written and verbal communication skills.
• Comfortable working with multiple stakeholders and managing sensitive or escalated customer cases.
• Detail-oriented, organized, and able to manage multiple priorities.

• Be part of a trusted brand with a regional footprint
• Work with cutting-edge automotive technology
• Grow your career in a supportive, performance-driven culture