Retail Operations Manager

Volkswagen Financial Services (UK); Milton Keynes; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading automotive finance company in Milton Keynes is seeking a Retail Operations Manager. The role involves leading operations teams across various retail channels, ensuring efficient query resolution, and driving service excellence. Candidates should have strong leadership skills, operational management experience, and proficiency in Salesforce. Benefits include a discretionary bonus, pension contributions, and professional development opportunities.

Benefits

10% discretionary bonus

Employer pension contribution of 9%

Employee Car Ownership scheme

Private medical insurance

Access to professional development programs

Qualifications

• Strong leadership and team development experience.
• 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.

Responsibilities

• Lead and develop a team to ensure efficient query resolution.
• Manage daily operations and resource allocation across Retail channels.
• Act as escalation point for Retailer and Broker queries.
• Oversee Salesforce case management for continuous improvement.
• Support cross-functional projects, reporting, and compliance documentation.

Skills

Leadership

Stakeholder management

Communication

Customer service

Operational management

Analytical mindset

Process improvement

Salesforce proficiency

Knowledge of FCA regulations

Tools

Salesforce

Tableau

MS Office

ConnectOnline

CMS

SAP FI

Job description

SALARY: From £34,080 pa dependent on experience

LOCATION: Milton Keynes

HYBRID WORKING: Our current hybrid working policy requires a minimum of 20% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.

HOURS / CONTRACT TYPE: Full Time Permanent

CLOSING DATE: 12/11/2025 We reserve the right to close the advert earlier if we receive a high volume of applications.

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.

What You’ll Bring

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.

What’s in it for you?

Bonus: Discretionary 10% on‑target bonus (based on personal and Group company performance)

Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.

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.

Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).

Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.

We invest in our people and are passionate about driving development. You’ll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.

Why join VWFS UK?

Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn’t just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. 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.