Position Summary

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.

Key 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.

Performance Expectations

Performance will be measured on both activity and results, including:

• Outbound customer contacts and meaningful customer conversations
• Appointments scheduled and appointments shown
• Vehicles sold or leased from the assigned portfolio
• Lease-retention percentage
• CRM follow-up and documentation compliance
• Portfolio penetration and follow-up completion

Role Accountability

The Portfolio Lease Retention Manager owns the portfolio and the retention process. The primary purpose of this position is not to function as another Client Advisor, but to ensure that BMW of Brooklyn's existing customers are consistently contacted, followed, and presented with opportunities to remain with the dealership and the BMW brand. Client Advisors remain responsible for assisting with the sales process, closing the transaction, and vehicle delivery, while the Portfolio Lease Retention Manager remains accountable for portfolio engagement and retention.

***Familiarity with VinSolutions CRM and BMW Infobahn preferred but not required. Hybrid Position***Experience Required***

Benefits:

• COMPETITIVE PAY BASED ON EXPERIENCE
• MEDICAL, DENTAL, VISION, 401K
• PTO
• OPPORTUNITY FOR GROWTH
• EMPLOYEE DISCOUNTS

BMW of Brooklyn is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at BMW of Brooklyn are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status in accordance with applicable federal, state, and local laws.