VRM General Manager - Sales Operations

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Description
Motability Operations are currently recruiting for a General Manager – Sales Operations to join our team in Bristol on a full-time, permanent basis. This is a key senior commercial role, with overall responsibility for the office-based sales operation and the experience we deliver to our dealer customers.

You will join our VRM Wider Leadership team, working closely with Product, Marketing, Commercial and Customer Development Leaders to implement a strategy to grow and optimise our dealer customer base to ensure the sustainable Remarketing of all of Motability Operations Vehicles when they are returned at the end of the lease.

Main Responsibilities

• Develop and embed our customer management and growth strategy while finding ways for the sales operations to run more efficiently and effectively as our Remarketing volumes grow.
• Monitor and improve dealer customer outcomes and maintain our VRM Dealer CSI score.
• Embed our customer management and growth strategy while leading a large multi-skilled department of circa 30 people.
• Continuously improve and develop the Sales Operation implementing a Performance Management framework that drives productivity and positive dealer customer outcomes.
• Build and develop a highly skilled and motivated department, setting clear objectives, holding teams to account and embedding a high-performance culture.
• Inspire, nurture and motivate a commercially focused B2B Customer Development Team – hiring, developing, coaching and performance managing.

Delivering Positive Customer Outcomes

• Work closely with the Defleet Product Principal, National Sales Manager and the broader VRM Wider Leadership Team to drive Dealer Customer improvements.
• Represent the voice of the Dealer Customer and strive to embed a customer-focused approach.
• Collaborate with the VRM Operations Manager and National Sales Manager to deliver fair and efficient claims outcomes.
• Ensure our proposition stays ahead of the market and evolves, building bespoke solutions for large customers.
• Act as a point of escalation when needed for customers.

Growth and New Business

• Take ownership of the New Business Process ensuring all application SLAs are met and that new dealer customers have a smooth experience.
• Support the National Sales Manager to deliver a growth strategy to grow our dealer base to circa 4,000 customers.
• Collaborate with the Customer Product Teams to re-imagine the sign-up process.
• Work with OEMs and the Dealer Partner Team to effectively sign up dealers.

Efficiency, Cost Control and Governance

• Manage your departmental budget to plan, making efficiencies where possible.
• Ensure the Trade Credit Team manages all dealer payments and credit allocations effectively.
• Collaborate with the National Sales Manager to ensure all discretionary payments are appropriate.
• Work with the Quality and Operational Excellence manager to ensure processes support the sales operation.
• Own dealer data from sign up to end of life, ensuring correct dealer contacts are maintained.

Qualifications

• Passionate, energetic and positive leader with a history of building successful teams in a high-performing environment.
• Experience managing managers in a fast-paced environment.
• Strong analytical and strategic thinking abilities, data-led decision-making.
• Super organized and efficient with a focus on the customer.
• Problem solver who remains calm under pressure.
• Excellent communication skills with experience communicating with internal and external stakeholders.
• Highly motivated with experience creating and delivering a performance management framework.
• Ability to operate between commercial requirements, customer experience deliverables, and strategic priorities.
• Embrace change and motivated by delivering value across the business.
• Collaborative, team-oriented, and good judgment.
• Strong advocate of equity, inclusion, and diversity.
• Experience building and developing effective teams.

Minimum Criteria

• Extensive experience managing large telephone-based teams in a high growth environment, ideally in automotive.
• Proven track record of developing and supporting colleagues through Performance Management frameworks.
• Experience fostering high performing teams, proven by outcomes.
• Substantial customer relationship management experience.
• Experience operating between commercial requirements and customer experience deliverables.
• Experience using data to drive better customer and commercial outcomes.

Benefits

Motability Operations is a unique organisation, combining a strong sense of purpose with a commercial edge to provide the best possible mobility solutions to over 700,000 customers across the UK.

As a Motability Operations Team Member, You Can Expect

• An annual discretionary bonus.
• 15% non-contributory pension.
• Life assurance at 4 times your basic salary.
• Employee Discount Scheme.
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme.
• Access to the Cycle to Work Scheme.
• 28 days annual leave with options to purchase and sell days.
• Funded Private Medical Insurance cover.
• Critical illness insurance.
• Free access to healthcare apps.
• 1 day per year to volunteer.
• Access to our fully accessible company allotment.
• Access to Prayer room and quiet spaces.

We believe in building a diverse workforce and encourage people from all backgrounds to apply. We pride ourselves on being an inclusive employer.

Please note, Motability Operations reserves the right to bring forward the closing date of any job vacancies if we receive a suitable number of quality applications.

Seniority level

• Director

Employment type

• Full-time

Job function

• Sales and Business Development
• Industries: Strategic Management Services

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