Retail Operations Manager

Volkswagen Group; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading automotive company in the UK seeks a Retail Operations Manager to enhance operations across various retail channels. The ideal candidate will lead teams, drive service excellence, and ensure compliance with financial regulations. A background in operational management and strong leadership skills are essential. This role offers a competitive benefits package including a pension scheme, car options, and private medical insurance.

Benefits

Employer pension contribution of 9%

Car schemes for petrol, diesel, hybrid, and BEVs

Private medical insurance

Income protection and life assurance

Learning and development opportunities

Qualifications

• Strong background in operational management and stakeholder engagement.
• Focus on delivering excellent customer outcomes and driving continuous improvement.

Responsibilities

• Lead and develop a team of specialists and advisors.
• Manage daily operations and resource allocation across Retail channels.
• Act as escalation point for Retailer and Broker queries.
• Oversee Salesforce case management and drive continuous improvement.

Skills

Strong leadership and team development experience

Proven stakeholder and relationship management skills

Excellent communication and presentation abilities

Customer-focused with a track record of service delivery

Operational and workflow management expertise

Analytical mindset with problem-solving skills

Experience in process improvement and change delivery

Knowledge of financial services and automotive retail environments

Tools

Salesforce

Tableau

MS Office

Job description

We're looking for a Retail Operations Manager to lead the operations teams across New, Used, Renewals, Aftersales, Broker, Commit to Purchase (CtP), and Retail Contract Hire (RCH) channels within the Retail Sales Department. This high‑impact role will be key to delivering efficient operational support and expert query resolution for Volkswagen Group Retailers, Brokers, Brand stakeholders, and VWFS UK Sales teams‑driving service excellence and operational consistency.

What You'll Be Doing

• Lead and develop a team of specialists and advisors to ensure efficient query resolution.
• Manage daily operations, workflow, and resource allocation across Retail channels.
• Act as escalation point for Retailer, Broker, Sales, and Brand queries.
• Oversee Salesforce case management and drive continuous improvement.
• Support cross‑functional projects, reporting, and departmental representation.
• Maintain compliance documentation and manage annual updates.
• Collaborate to improve operational efficiency and redirect non‑retail queries.
• Identify and support retailer development needs with RDCs.
• Deliver onboarding assets for new retailer staff to maintain service standards.
• Stay up to date with FCA, CCA, and Consumer Duty regulations to ensure good customer outcomes.

You’ll be a confident and proactive leader with a strong background in operational management, stakeholder engagement, and team development. You’ll have a focus on delivering excellent customer outcomes, driving continuous improvement, and resolving complex queries efficiently. With the ability to analyse performance, manage change, and collaborate across functions.

Essential Experience & Skills

• Strong leadership and team development experience.
• Proven stakeholder and relationship management skills.
• Excellent communication and presentation abilities.
• Customer-focused with a track record of service delivery.
• Operational and workflow management expertise.
• Analytical mindset with problem‑solving skills.
• Experience in process improvement and change delivery.
• Knowledge of financial services and automotive retail environments.
• Proficient in Salesforce, Tableau, MS Office, and other sales tools.
• Understanding of relevant systems (ConnectOnline, CMS, SAP FI).
• Familiarity with FCA, CCA, and Consumer Duty regulations.

Benefits

• Employer pension contribution of 9% (based on employee contribution of 3%).
• Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance, or Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• Income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge, and salary‑sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).
• Private medical insurance (option to buy additional family cover), loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions).
• Critical illness and dental cover during the annual benefit window.
• Learning and development: LinkedIn Learning via Degreed platform, mentoring schemes, and reciprocal partnerships.

We are proud to be an inclusive employer and encourage applications from a diverse range of candidates. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team. This role does not meet the UKVI’s criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.