Motability Operations Ltd
Dealer Partner Manager - Micromobility
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About The Role
Micromobility supports around 27,500 Motability Scheme customers across the UK with mobility scooters and powered wheelchairs, through a national network of specialist dealers.
It’s a growing and evolving part of Motability Operations, and this is a chance to play an important role in shaping what comes next.
Reporting to the Dealer Partnership Relationship Manager, you’ll take ownership of a portfolio of Micromobility dealer partners and help them perform at their best. That means building strong relationships, improving customer outcomes and making sure the Motability Scheme is represented and delivered to the standards we expect.
This is a hands-on field role. You’ll spend much of your time with partners, understanding how their businesses are performing, asking the right questions and turning data and insight into action. You’ll be out and about across the UK, with some overnight stays, including regular trips to Bristol and occasional travel to London and Edinburgh.
We’re flexible on where you’re based, but you’ll need good access to major road and rail links so you can travel easily across your dealer portfolio
You’ll be clear about what needs to improve, challenge when things need to change and influence senior people to make improvements that last
You’ll also be an important link between our dealer network and Motability Operations. You’ll make our priorities and expectations clear to partners, while bringing insight from the market back into the business so we can keep improving too.
Micromobility is moving quickly. So there’s plenty of scope to bring your ideas, shape how we manage our network and help build an approach that works for our customers, our partners and the Scheme.
What you’ll do
Own your dealer portfolio
- Own the relationship with an allocated portfolio of Micromobility dealer partners
- Decide where your time will have the greatest impact, based on performance, customer outcomes, risk and opportunity
- Build trusted relationships with dealer owners, senior leaders and operational teams
- Understand each partner’s business, priorities and challenges so you can focus your time where it matters most
- Make sure Scheme priorities and expectations are understood across the dealer group, not just by the people in the meeting
- Act as a strong two-way link between dealers and Motability Operations, sharing insight, risks, opportunities and what you’re seeing across the market
- Focus your time on strategic, escalated or recurring issues where your involvement can improve partner performance or customer outcomes
- Look beyond individual cases to understand recurring themes and help address the root cause
Improve customer outcomes
- Use customer feedback, performance measures and what you see in the network to understand what’s working and where things need to improve
- Work with partners to improve outcomes across product and lease suitability, customer experience, aftersales, servicing and maintenance, continuous mobility, and case and complaint resolution
- Turn insight into clear actions, track progress and make sure improvements last
- Spot recurring customer issues and work with partners to address the cause rather than the individual issue
- Support the Dealer Partnership Relationship Manager by sharing dealer insight, customer issues and opportunities, raising issues through agreed channels and helping inform wider decisions across MO
Drive strong, sustainable performance
- Use performance data and insight to spot issues early and understand what needs to change
- Set clear expectations against Scheme standards, agreements and ways of working
- Lead focused performance conversations and challenge underperformance when needed
- Be clear about what needs to improve and follow through until agreed actions are delivered
- Lead formal partner performance reviews and improvement plans, with clear evidence of progress and agreed actions
- Make clear recommendations on the right next steps where performance or standards do not improve
- Use your understanding of dealer economics, incentives and commercial pressures to spot where partner behaviour could affect customer outcomes, operational performance or Scheme sustainability
- Balance customer, commercial and operational insight when deciding where to focus support, challenge or further action
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Shape and strengthen the dealer network
- Contribute to the assessment and onboarding of new dealer partners, making sure they can meet our customer and Scheme standards
- Manage changes within existing dealer groups, including acquisitions, changes of ownership, expansion and consolidation
- Spot coverage gaps, capacity risks and opportunities across the network, and share your insight to help shape future decisions
- Help make sure dealers have the right knowledge, capability and training to deliver for customers
- Support changes to dealer participation where performance or standards mean a different approach is needed
Represent the Scheme and grow awareness
- Represent Micromobility, Specialised and Motability Operations confidently with dealer partners and external stakeholders
- Make sure the Motability Scheme is represented clearly and accurately across dealer websites, social channels, showrooms and other customer-facing activity
- Work with partners to build awareness of the Scheme and improve how they engage with customers
- Challenge activity that does not meet our brand, customer or Scheme standards
- Bring insight from the network back into MO to help shape future communications, support, dealer activity and ways of working
About You
You don’t need to have worked in Micromobility before. What matters is that you can show us how you’ve built strong external relationships, improved performance and turned plans into measurable results.
Minimum Criteria
- Strong experience in account management, supplier management, dealer management or B2B performance management
- Experience owning a portfolio and building relationships with business owners, senior leaders and operational teams
- A track record of using data and insight to understand performance, spot issues and drive improvement
- Strong commercial judgement, with an understanding of how dealer economics, incentives and commercial pressures can influence behaviour and customer outcomes
- Examples of challenging underperformance, agreeing clear actions and delivering measurable change through external businesses
- Strong customer, commercial and operational judgement
- Experience working to standards, agreements, compliance or governance requirements
- Strong presentation and storytelling skills, with confidence using data, presentation and digital tools to turn insight into clear, engaging stories that help people make decisions and take action
- Strong communication and influencing skills, including leading senior meetings, handling challenging conversations and representing an organisation with external stakeholders
- Strong self-management, with the ability to plan your time, work independently and manage a geographically spread portfolio
- A full UK driving licence and willingness to travel regularly across the UK
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About The Company
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
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