Motability Operations Ltd
VRM Account Manager (Customer Development)
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VRM Account Manager (Customer Development)
Account Manager
About The Role
Motability Operations is currently recruiting for an Account Manager to join their team in Bristol on a full-time, permanent basis.
As an Account Manager, you will be responsible for driving sales, growth, and retention across a blended portfolio of dealers. Your key focus will be on higher-potential and developing accounts, employing data-driven strategies to generate measurable results through insights, opportunity assessment, and effective sales execution. Collaboration with Relationship Managers, Growth Specialists, and Development Managers will be essential to maximising the performance of new or underperforming dealers.
This role demands a growth-first, commercial mindset. You must proactively manage your workload to ensure outbound sales activities are prioritised, days are structured efficiently, and efforts are concentrated in high-impact areas based on measurable returns.
Salesforce remains a central tool in this role. You will be accountable for maintaining precise CRM data and leveraging it effectively to target dealer prospects, engage key contacts, and translate interactions into tangible business results.
Main Responsibilities
Sales Strategy & Portfolio Planning
- Develop and implement targeted sales strategies with a focus on high-value and high-potential dealers.
- Manage a diverse portfolio of large, mid-tier, and developing dealers, customising approaches based on customer segments.
- Collaborate closely with Relationship Managers, executing tailored strategies for strategic accounts while handling day-to-day commercial interactions.
- Work alongside Growth Specialists and Development Managers to optimise engagement with new, reactivated, or non-buying accounts.
- Use data and insights to diagnose non-purchasing account behaviours, identify focus areas, and outline pathways for growth.
Dealer Engagement & Relationship Management (Key Focus Area)
- Maintain a structured, recurring programme of dealer engagement, including daily/weekly calls and quarterly Microsoft Teams meetings for prioritised accounts.
- Support, as needed, in face-to-face meetings with dealers in collaboration with Virtual Relationship Managers, adhering to regional priorities, commercial opportunities, and high-value discussions.
- Ensure all dealer interactions are planned, documented, and followed up in CRM, with clear actions and outcomes captured.
- Continuously monitor your portfolio to ensure that elements like dealer purchasing activity, claim readiness, defleet trends, and claims statistics are effectively managed to drive growth and stability.
Growth Mindset & Commercial Focus
- Demonstrate a proactive, growth-oriented mindset within your role.
- Prioritise sales, account retention, and portfolio development as top objectives while managing claims efficiently.
- Lead commercial discussions that challenge dealer behaviours and drive conversions across sales and claims interactions.
- Recognise that focused prioritisation is essential for sustained performance and capacity creation.
Time Management & Productivity
- Structure your day to maximise outbound sales and proactive growth efforts.
- Balance dealer engagement, follow-ups, meetings, and risks assessment through queries and KPI alignment.
- Own your own productivity beyond metrics, making intentional decisions where time is spent.
- Effectively articulate how you protect and allocate time for high-value growth activities within your dealership portfolio.
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CRM & Data Discipline (Salesforce)
- Treat Salesforce as a strategic sales tool, not an administrative afterthought.
- Maintain accurate, actionable CRM data, including contacts, decision-makers, activity logs, and opportunities.
- Utilise CRM analytics to engage the right dealers through targeted communications, leveraging triggers like 7-day, 30-day, and 60-day lapses in purchaser activity.
- Recognise the collected CRM insights impact sales effectiveness, forecasting, portfolio performance, and overall productivity.
Performance & Accountability
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Meet a streamlined KPI framework, including:
- Portfolio growth
- Dealer retention and reactivation
- Productivity and high-quality outcomes
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Attain agreed dealer engagement KPIs, including completion and quality of quarterly dealer Teams meetings, subject to regular 1:1 reviews and performance discussions with your Team Manager.
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Monitor progress via performance dashboard analytics to identify development areas and drive consistent improvement.
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Be receptive to coaching, feedback, and skill development aligned with the CST DEV performance framework.
Damage Claims & Issue Resolution (Portfolio-Based)
- Handling claims-related dealer communications within your portfolio when necessary, focusing on clear explanation, relationship-building, and commercial resolutions.
- Collaborate with the Condition Management (Claims) Team throughout the claims journey to ensure claim outcome accuracy, condition standard adherence, and evidence handling.
- Follow established processes, governance, and escalation protocols, with support from Claims and Inbound teams to achieve consistent, fair resolutions for dealers.
About You
Minimum Criteria:
- Strong experience in B2B account management or sales, with ownership of customer portfolios and growth targets.
- Experience in virtual engagement through regular dealer meetings (e.g., Microsoft Teams) and the ability to confidently attend in-person meetings when needed in collaboration with Relationship Managers.
- Excellent written and verbal communication skills, conveying professional and compelling commercial messages.
- Proficiency in Microsoft Office and CRM systems, understanding how accurate data enhances sales performance and portfolio oversight.
- Self-discipline, strong prioritisation abilities, and high organisation skills to handle sales outreach, follow-ups, meetings, and opportunities effectively.
- Proven capability to work independently in a fast-paced, target-driven environment, maintaining drive and focus to meet objectives.
About The Company
Motability Operations
Motability Operations is a distinguished and unique organisation. Balancing a strong sense of purpose with a commercial edge, they deliver accessible mobility solutions to over 860,000 customers and families across the UK. Customers leverage their higher-rate mobility allowance to lease vehicles (including cars, wheelchair-accessible vehicles, scooters, and wheelchairs) with complimentary insurance, maintenance, and breakdown support.
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Key Highlights:
- UK’s largest car fleet operator, procuring around 10% of new car sales across the country.
- Work with a network of approximately 5,000 dealers and major manufacturers globally.
The organisation prides itself on outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Core Company Values:
- We find solutions
- We drive change
- We care
Workplace Environment:
- Motability Operations supports a hybrid working model across the organisation, enabling flexibility between on-site office work and remote work within the UK.
- Balance encourages a valuable work/life harmony respecting both collaboration and flexibility. Employees can work remotely for up to 2 days per week while also having access to wellbeing offices.
Benefits Package
Financial Benefits:
- Annual discretionary bonus
- 15% non-contributory pension (9% during the probationary period)
- Life assurance at 4 times basic salary, supporting financial security for dependents
- Employee Discount Scheme offering deals across numerous retailers and an app for on-the-go savings
- Discounted Electric/Hybrid Car Salary Sacrifice Scheme
- Cycle to Work Scheme—parking, showers, changing facilities, and secure cycle storage available
Health & Well-being Support:
- 28 days annual leave with the option to purchase and sell extra days
- Funded Private Medical Insurance
- Critical illness insurance
- Access to healthcare apps, including Peppy, Unmind, Aviva Digital GP
- Funded health screening for employees over 50
- Catering for all needs, 1 day per year for charity or community volunteer work (paid Leave)
- Company allotment access, where produce is cultivated for charitable organisations throughout the UK
- Prayer room and quiet working spaces provided for staff convenience
Voluntary Benefits:
- Dental insurance
- Health and cancer screenings for employees and partners
- Discounted gym memberships
- Charitable giving options
Commitment to Diversity & Inclusion
Motability Operations deeply values diversity, fostering an empowering culture where employees feel free to be their true selves. They actively encourage individuals from all backgrounds, sexual orientations, ethnicities, age groups, abilities, and genders to apply and thrive at the organisation.
Pushing an inclusive agenda, all offices adhere to world-class accessibility standards. The hybrid working life allows the flexible reconsideration of part-time or flexible schedules, reinforced by trust, empowerment, and flexibility.
Companies are encouraged to apply as soon as possible, as Motability may expedite the closing date for some vacancies upon receiving quality applications. Apply now to secure your place!
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