VRM Account Manager (Customer Development)

• Develop and execute clear sales strategies for your portfolio, with particular focus on higher-value and higher-potential dealers.
• Manage a blended portfolio of large, mid-tier, and developing dealers, tailoring engagement approaches by customer segment.
• Work in close partnership with Relationship Managers, taking strategic direction on priority accounts while leading day-to-day commercial conversations.
• Collaborate with Growth Specialists and Development Managers to maximise the performance of new, reactivated, or non-buying accounts.
• Use insight and data to identify why accounts are not buying, where effort should be focused, and how growth can be unlocked.

• Own a structured programme of regular dealer engagement, including, daily and weekly calls as well as quarterly Microsoft Teams meetings with identified priority dealers within your portfolio.
• Where required, support face-to-face dealer meetings in partnership with VRM Relationship Managers, aligned to regional priorities, commercial opportunities, or higher-impact portfolio discussions.
• Ensure all dealer interactions are planned, documented, and followed up within CRM, with clear actions and outcomes recorded.
• Regularly review your portfolio to ensure purchasing activity, pipeline opportunities, defleet readiness, claims trends, are effectively managed to drive growth and consistency.

• Demonstrate a proactive, growth-first mindset.
• Prioritise sales, retention, and account development as the core purpose of the role whilst ensuring claims are effectively managed
• Lead confident commercial conversations that challenge, influence, and convert dealer behaviour both across sales and Claims interactions
• Recognise that sustainable capacity is created through prioritisation and focus, not just workload reduction.

• Plan and structure your working day to maximise outbound sales and growth activity.
• Balance portfolio engagement, follow-ups, meetings, and opportunity management through clear prioritisation.
• Take ownership of personal productivity beyond KPI measurement, making conscious decisions about where time is spent.
• Be able to clearly articulate how you create and protect time for growth activity within your portfolio.

• Use Salesforce as a core sales tool, not an administrative afterthought.
• Maintain accurate, current, and actionable CRM data, including contacts, decision-makers, activity, and opportunities.
• Use CRM insight to engage the right dealers, the right contacts, at the right time, supported by automated triggers (e.g. 7/30/60-day lapsed buyers).
• Understand that CRM data quality directly impacts sales effectiveness, forecasting accuracy, performance management, and team productivity.

• Deliver against a simplified KPI framework, including:
  o Sales growth and portfolio engagement
  o Dealer retention and reactivation
  o Productivity and quality outcomes
• Meet agreed dealer engagement KPIs, including completion and quality of quarterly dealer Teams meetings, with performance reviewed through regular 1:1s and performance discussions with your Team Manager.
•  Use performance data and dashboards to monitor results, identify improvement opportunities, and drive continuous development.
• Be open to coaching, feedback, and ongoing improvement aligned to the CST DEV performance framework.

• Manage claims-related conversations on your own portfolio where required, focusing on clear explanation, relationship management, and commercially appropriate resolution.
• Work collaboratively with the Condition Management (Claims) Team throughout the claims lifecycle, ensuring accurate understanding of claim outcomes, evidence requirements, and condition standards.
• Operate within agreed processes, governance, and escalation routes, supported by the Condition Management and Inbound/Admin teams to deliver fair, consistent outcomes for dealers.

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 860,000 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.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.