Field Operations Manager (Midlands)

Pay Information

• Pay range: £40,000 – £42,000 per annum
• Hours: 35 hours per week, Monday – Friday
• Location: Field‐based; travel to customer appointments and occasional travel to our Head Office in Bury, Greater Manchester

Description

Are you ready to create exceptional customer experiences, drive success, and make an impact? As a Field Operations Manager, you’ll play a pivotal role in ensuring that schemes are implemented, operated, and reviewed efficiently. You’ll ensure compliance with client policies, uphold CBS commitments, and drive the growth of the CBS Sales Team’s fleet.

This role goes beyond operations—it’s about delivering outstanding customer journeys. You’ll ensure every interaction is seamless and memorable, fostering loyal advocates for CBS and strengthening relationships with our customers.

Responsibilities

• Manage the operational customer relationship to deliver an exceptional experience across all CBS schemes and touchpoints.
• Use data insights to inform customer engagement strategies, identify operational gaps, and drive improvements.
• Account manage a defined region, ensuring schemes are operated in line with CBS values, customer needs, and commercial objectives.
• Collaborate with internal teams and clients to resolve issues efficiently, ensuring a satisfactory, evidenced outcome for all parties and continually improving our products, services and the customer experience.
• Remain abreast of external developments and potential threats to all CBS scheme solutions, communicating and documenting these with the Technical Manager.
• Take accountability for all customer needs from all customer profiles, including but not limited to automotive, supplier manufacturer and corporate clients.
• Deliver compelling presentations and reports that combine customer insights with commercial analysis to support decision‑making and optimise in accordance with customer, CBS manufacturer and relevant third‑party needs.
• Build strong data‑informed relationships with customers to support continuous improvements and innovation through our products, systems and services.
• Identify and lead change initiatives using data to support continuous improvement and enhance customer satisfaction and loyalty in relation to CBS products and people.
• Actively contribute to project work collaborating with UX/UI, Business Analysts, and development teams to evolve systems and processes.
• Maintain and improve scheme documentation, operational guides, and reporting tools in collaboration with Marketing, Compliance, and Technical teams.
• Lead on data analysis and reporting to support scheme compliance, audit readiness, and commercial performance to add maximum value to the customers, CBS, the manufacturer, and any third‑party relationships.
• Provide actionable insights through accurate, timely, relevant reporting to CBS clients, manufacturers, and any third parties.
• Produce accurate, relevant Management Information reports as requested by the Operations Team Manager, Head of Department, or Board of Directors.
• Apply commercial acumen, interpret data, make recommendations, influence strategic decisions, and enhance scheme management activities.
• Manage and maintain all activities within the CRM systems and document all current and future tasks that align to your customer account plans and requirements.
• Use advanced Excel, CRM (Dynamics), and internal systems to produce management information that identifies trends, risks, and opportunities.

Essential Qualifications

• Previous experience in an account management or similar role.
• Strong and effective analytical, verbal and written communication skills.
• Good IT and organisational skills.
• Commercial and financial understanding.
• Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment.

Desirable Qualifications

• Experience in Microsoft Power BI.
• Previous experience dealing with compliance (e.g. FCA, GDPR).
• Customer service experience in a professional, automotive or financial services environment.
• Experience in process mapping, auditing and report writing.

Please note: As part of our pre‑employment checks, all successful applicants must undergo a basic DBS check prior to starting employment.

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