Field Operations Manager (Midlands)

• 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 seeking to continuously improve our products, services and the customer experience.
• Remain abreast of external developments and potential threats to all CBS scheme solutions, communicate and document 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, working with the Technical Manager where required.
• 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 which 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.

• 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.

• 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.

Car Benefit Solutions