Field Based (covering Birmingham, South Wales, South)
You will manage a defined portfolio of Strategic and Key Portfolio dealer groups, delivering measurable improvement in scorecard KPIs, Standards metrics and Scheme sustainability.
You will build strong, performance-led relationships with senior operational leaders within dealer groups, ensuring MO priorities are clearly understood and consistently embedded.
You will be accountable for reducing KPI dispersion across your portfolio, delivering structured action plans and ensuring quarterly priorities are executed at pace.
You will apply the agreed escalation framework where performance falls below expectations, working in partnership with your Strategic Account Manager to drive turnaround in higher-risk accounts.
You will maintain a disciplined visit cadence aligned to dealer size, performance and risk, ensuring consistent engagement across group and franchise level stakeholders.
You will work closely with Network Account Managers to ensure coordinated regional delivery and clear division between strategic engagement and transactional support.
You will identify emerging systemic barriers affecting performance and escalate them through your Strategic Account Manager to enable structured cross-functional resolution.
You will ensure dealers are aligned to MO customer experience standards while maintaining awareness of cost control and asset protection priorities.
- You are commercially aware and confident operating with senior operational leaders within dealer groups.
- You are performance-driven and comfortable holding partners to account for measurable improvement.
- You understand how dealer behaviour impacts customer experience, in-life costs and asset value.
- You are structured and disciplined in managing visit cadence, follow-up actions and KPI tracking.
- You are collaborative and able to work effectively within a regional leadership structure.
- You are resilient and capable of managing challenging performance conversations constructively.
Minimum criteria:
You’ll need all of these.
- Strong automotive industry knowledge including understanding of dealership operational and financial drivers.
- Experience of B2B account management within a performance-led environment.
- Experience delivering measurable KPI improvement through structured action planning.
- Experience of senior stakeholder engagement.
- Understanding of OEM distribution strategies and current automotive market dynamics.
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
- We find solutions
- We drive change
- We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, you can expect:
- An annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
- Employee Discount Scheme with a huge number of retailers and an app to save on the go
- Discounted Electric/Hybrid Car Salary Sacrifice Scheme
- Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)
As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:
- 28 days annual leave with option to purchase and sell days
- Funded Private Medical Insurance cover
- Critical illness insurance
- Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
- Funded health screening for over 50s
- 1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it
- Access to our fully accessible company allotment – Where we grow our own produce for local charitable organisations
- Access to Prayer room and quiet spaces whilst working in the office
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
- Dental Insurance
- Health and cancer screenings for you and your partner
- Discounted gym memberships
- Charitable giving
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
