Dealer Partner Manager - Micromobility

Field Motability Operations Ltd 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

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