Join to apply for the VRM General Manager - Sales Operations role at Motability Operations Ltd
About The Role
Motability Operations are recruiting for a General Manager - Sales Operations to join our Bristol team on a full-time, permanent basis. This senior role oversees the office-based telephone operation and the customer experience for our dealer clients.
You will be part of our VRM Leadership team, collaborating with Product, Marketing, Commercial, and Customer Development leaders to grow and optimize our dealer customer base and ensure sustainable remarketing of vehicles at lease end.
Main Responsibilities
* Develop and embed our customer management and growth strategies, improving the efficiency and effectiveness of our telephone sales operations as remarketing volumes increase.
* Monitor and enhance dealer customer outcomes while maintaining high CSI scores.
Leadership and Performance Management
* Lead a multi-skilled contact centre team of around 30 staff, fostering a high-performance culture.
* Implement performance frameworks to drive productivity and positive outcomes.
* Motivate and develop team members through coaching and clear objectives.
Delivering Customer Outcomes
* Work with key stakeholders to improve dealer customer experiences and outcomes.
* Represent the dealer voice, ensuring customer-centric decision making.
* Collaborate on claims outcomes, proposition development, and bespoke solutions for large customers.
* Act as an escalation point for customer issues.
Growth and New Business
* Oversee the New Business Process, ensuring smooth onboarding and application SLAs.
* Support growth strategies to expand the dealer network to around 4,000 customers.
* Innovate sign-up processes to reduce time to first purchase and application drop-off.
* Coordinate with OEMs and dealer teams for efficient dealer onboarding.
Efficiency, Cost Control, and Governance
* Manage departmental budgets and seek efficiencies.
* Oversee dealer payments and credit allocations, ensuring compliance.
* Work with teams to optimize processes, systems, and procedures for sustainable growth.
* Maintain accurate dealer data management processes.
About You
* Energetic, positive leader with experience managing large teams in high-growth environments.
* Proven ability to develop managers and foster high performance.
* Strong analytical, strategic, and data-driven decision-making skills.
* Excellent communicator with stakeholder engagement experience.
* Organized, customer-focused, and adaptable to change.
* Committed to diversity, equity, and inclusion.
Minimum Criteria
* Extensive experience managing large, telephone-based teams, preferably in automotive.
* Proven track record in developing teams and implementing performance frameworks.
* Strong customer relationship management experience.
* Ability to operate across commercial, customer, and strategic priorities with proven efficiencies.
* Experience using data insights to improve outcomes.
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