Sophie Franklin
Stockton-on-Tees,Durham
Summary
Customer-focused professional with a successful career in the automotive sector. Experienced in leading change implementation projects as a manager, with expertise in generating optimal satisfaction levels, building profits, and driving growth. Successful at developing innovative strategies to capitalize on ever-changing market conditions. Skilled communicator who adapts their approach to effectively manage stakeholders.
Overview
9
9
years of professional experience
Work history
Area Manager - BMW Sales
BMW Group UK
Farnborough, Hampshire
01.2025 - Current
- Sales Target Management: Achieve yearly target of 11,200 BMWs for the region over 19 dealers, including performance increase in B.E.V Sales in Scotland and North.
- Stakeholder Relationships: Build strong relationships, closely collaborating with dealership Franchise Directors as well as BMW UK regional teams.
- Performance Analysis: Analyze sales data to spot trends and suggest tactical improvements to be implemented at National level.
- Training and Support: Train dealership staff on sales techniques and products.
- Market Strategy: Develop and implement effective sales strategies using Market Information and Digital Customer Profiles.
- Customer Engagement: Enhance customer satisfaction and loyalty through brand initiatives and driving lower performing dealers.
- Sales Forecasting: Monitor and predict sales trends for upcoming months using historic data and current campaigns.
- Reporting: Prepare sales performance and forecast reports.
- Issue Resolution: Address challenges faced by dealerships quickly and first time.
- Brand Consistency: Ensure brand standards are met through personal conduct and retailer audits.
- Performance Reviews: Conduct regular reviews with low and mid-performing dealerships, focusing on opportunity and using network best practice.
- Feedback Gathering: Collect feedback from dealerships and customers for BMW UK Senior Leadership team.
- Customer Connectivity: Promote customer connectivity at point of sale for a circular customer journey.
Area Manager - Customer Support
BMW Group UK
Farnborough, Hampshire
04.2023 - 12.2024
- Relationship Building: Established robust relationships with key stakeholders in Dealerships and BMW UK, bridging communication gaps to enhance collaboration and support.
- Digital Communication: Utilized digital tools like Teams to provide timely and clear live updates to the Dealer Network, ensuring all stakeholders are informed.
- MyBMW App: Steered and provided direction to retailers on leveraging the My BMW app to enhance customer engagement and improve parts sales, promoting the use of digital add-ons for a seamless customer experience.
- Customer Engagement Strategy: Implemented strategies that transformed passive customers into promoters, significantly boosting Service NPS across the region.
- Performance Improvement: Collaborated with underperforming retailers to create actionable plans, set performance checkpoints, and improve parts sales, driving overall aftersales performance.
- Stock Optimization: Reviewed and increased dealer stock based on future vehicle requirements identified through telematics, ensuring availability aligns with customer demand.
- Strategic Alignment: Provided strategic updates to the National Sales Manager, aligning regional aftersales activities with broader business objectives.
- Sales Support Presentations: Developed tailored presentations, including financial growth calculators, to support sales efforts and enhance dealer engagement.
- Brand Consistency: Coordinated with regional colleagues to maintain consistent brand standards and messaging across all aftersales communications.
- Accountability Meetings: Facilitated structured meetings with defined goals to promote team accountability and drive performance improvements in aftersales operations.
Programme Manager (BMW UK Account)
MSX International
Durham
09.2021 - 04.2023
- Client Satisfaction: Maintained the highest client satisfaction score while managing relationships with 12 BMW Group stakeholders.
- Team Supervision: Supervised and mentored two field teams with 14 direct reports from various business areas.
- Revenue Growth: Pursued additional revenue streams with clients, achieving significant growth.
- Business Case Development: Created compelling business cases with clear ROI for client support on new initiatives.
- Data Analysis: Conducted data analysis to support informed decision-making and implement changes.
- Strategy Review: Regularly reviewed strategies to ensure optimal client satisfaction.
- Opportunity Identification: Liaised with global teams to identify new opportunities and replicate successful strategies.
- Market Insights: Monitored competitor activity and shared valuable market insights with relevant teams.
- Project Alignment: Aligned project activities with business goals for maximum impact.
- Contract Negotiation: Negotiated contracts with vendors to secure cost-effective solutions.
- Risk Assessment: Executed risk assessment strategies to mitigate potential project threats.
- Technology Utilization: Leveraged technology tools for efficient task tracking and reporting..
Aftersales Retention Consultant (BMW UK Account)
MSX International
Durham
01.2018 - 09.2021
- BMW Teleservices Focus: Enhanced dealer awareness of BMW Teleservices, implementing targeted contact plans that significantly contributed to customer retention efforts.
- Retention Uplift: Achieved a 5% uplift in customer retention across the region through effective contact plans and benchmarking practices.
- Tailored Meetings: Facilitated meetings with stakeholders in the Dealer Network to identify opportunities and plan necessary improvements.
- Project Support: Assisted in implementing and evaluating customer retention projects.
- Quick Wins and Long-Term Goals: Recognized triggers for immediate improvements while establishing long-term retention objectives.
- Commitment Securing: Gained commitments from project owners to meet defined targets through focused interventions.
- Success Measurement: Promoted the measurement of success and sharing of best practices among project owners.
- Staff Training: Trained dealership staff on brand initiatives to improve customer experience.
- Partnership Maximization: Leveraged partnerships to create compelling customer retention propositions.
- Campaign Collaboration: Worked with marketing teams to design effective customer retention campaigns.
Contact Centre Manager
Arnold Clark
Newcastle
10.2016 - 01.2018
- Team Supervision: Supervised and motivated a team of 8 in booking service, warranty, and repair appointments.
- Relationship Building: Established relationships with management teams in dealerships for alignment.
- Booking Achievement: Secured over 36,000 bookings annually, generating £7.5m+ in revenue across 16 sites.
- Customer-Centric Framework: Developed a framework to monitor communications and ensure quality standards.
- KPI Achievement: Inspired teams to meet KPIs while maintaining high staff motivation.
- Sales Maximization: Created a retention plan to foster long-term customer relationships.
Education
High School - GCSEs
Roseberry Sports And Community College
Durham09.2008
Skills
- Digital Change Advocate
- People Engagement Expert
- Effective Communicator
- Customer-Centric Mindset
- Commercial Acumen
- Project Management
- Analytical Thinker
- Transformational Leadership
- Results-Oriented
- Innovative Strategist
Timeline
Area Manager - BMW Sales
BMW Group UK
01.2025 - Current
Area Manager - Customer Support
BMW Group UK
04.2023 - 12.2024
Programme Manager (BMW UK Account)
MSX International
09.2021 - 04.2023
Aftersales Retention Consultant (BMW UK Account)
MSX International
01.2018 - 09.2021
Contact Centre Manager
Arnold Clark
10.2016 - 01.2018
High School - GCSEs
Roseberry Sports And Community College
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