Deputy Head, Sales & Operations

Job Purpose

The Deputy Head, Sales & Operations will lead the strategic development and operational execution of the Private Leasing Business, encompassing private hire car (PHC), limousine, and personal car rental services. This role is responsible for driving revenue growth, operational excellence, and customer satisfaction through innovative service delivery and fleet optimisation. The incumbent will lead cross-functional teams, streamline processes, and provide strategic oversight to ensure alignment with business objectives.

Responsibilities

Operations & Customer Experience

• Oversee end-to-end leasing operations including onboarding, fleet management, fleet replacement, customer service, and contract lifecycle.
• Harmonise systems and processes across PHC and Rent-A-Car segments to drive operational efficiency.
• Implement process improvements to enhance efficiency, reduce costs, and improve service delivery.
• Ensure compliance with regulatory requirements, internal policies and audit recommendations.
• Champion customer-centric initiatives to improve satisfaction and retention, including structured feedback loop and loyalty initiatives.
• Resolve escalated customer issues and ensure high service standards.

External Fleet Manager Engagement

• Manage and cultivate relationships with external fleet managers to ensure alignment with service standards and business goals.
• Expand and professionalize the external fleet manager hirer pool.
• Monitor fleet manager performance through structured KPIs and compliance audits.
• Coordinate onboarding, training, and performance reviews for external fleet managers.

Sales Management

• Develop and execute sales strategies to grow the private leasing customer base across B2B and B2C segments.
• Lead and manage the sales team to achieve monthly and annual targets.
• Identify new market opportunities, partnerships, and channels to expand reach.
• Monitor market trends and competitor activities to inform pricing, product positioning, and promotional strategies.
• Develop and implement rental schemes tailored to diverse hirer profiles.

Strategic Planning & Reporting

• Collaborate with senior leadership to define business goals and KPIs.
• Prepare and present performance reports, forecasts, and strategic plans.
• Manage budgets and resource allocation effectively.

Qualifications & Work Experience

• Bachelor’s degree or equivalent.
• Minimum 8 - 10 years of experience in sales & operations, preferably in leasing, automotive, or mobility sectors.
• Proven track record in leading cross functional teams and delivering business growth.
• Strong commercial acumen and stakeholder engagement skills.
• Experience in managing external vendors or fleet partners.
• Familiarity with digital systems integration and operational transformation.

Skills

• Proficient in Microsoft Office Suite.
• Strong command of English for internal communication, documentation, and client correspondence.
• Excellent organisational and multitasking abilities.
• Strong analytical, communication, and stakeholder management skills.
• High attention to detail and ability to work independently.
• Ability to adapt to dynamic operational needs and ad hoc requests.
• Foster a culture of accountability, innovation, and continuous improvement.