Melanie Miles on 35 years in leasing and why she’s a ‘lifer’

What route did you take to get to your current role?

I went to college for a while but quickly realised I wanted to work. At 17 I took a role at the local VAT office, with a romantic notion it might lead to customs and excise – I love dogs and dreamt of working with sniffer dogs. But I soon knew the civil service pace wasn’t for me, so I did what you did in 1989, and went to the job centre. That led to my first leasing role at Lex Vehicle Leasing as a sales and customer service representative – and I loved it.

Thirty five years later I’m still in fleet vehicle funding. They say you’re either in this industry for six months or for life – I’m definitely a lifer! Over the years I’ve covered most areas – customer service, purchasing and operations and then sales, which I moved into 20 years ago.

Talk us through your career journey

I stayed at Lex for seven years before moving to LeasePlan in 1996 where I progressed to Strategic Account Manager.

In 2004 I joined Volkswagen Group, spending a decade in positions including area fleet manager, contract hire and leasing manager and customer relationship manager for group fleet services.

I moved into Volkswagen Financial Services in 2014, holding several senior roles including general manager, brand and fleet solutions and head of indirect sales, contract hire. I took on my current role of head of retail leasing last November.

What does a typical day look like as Head of Retail Leasing?

It’s a hybrid role – I’m typically in the office three days a week, with two days split between home and travel. I lead two distinct sales areas: broker, consisting of 35 partners and the sales team that supports them, and retail leasing, delivered through the dealership network.

I sit across both channels, working internally to make it easier for brokers and end users to work with us. My role covers people management, stakeholder management and driving progress across the organisation.

How do you find working in indirect sales?

I’m constantly impressed by the broker businesses we work with. I really enjoy taking our wider teams, such as sales compliance, out on broker visits – they’re always blown away by the scale and professionalism of broker operations. The strength of customer loyalty and reach that brokers have, and their ability to convert leads into opportunities, is why the channel is so important.

What has kept you into automotive?

I was always a bit of a tomboy and I’m genuinely interested in vehicles.  I also enjoy the constant evolution in this industry. Looking back over the last 35 years there has always been change – whether that’s manufacturer developments or last-minute government intervention.

It’s about the people too – it’s incredible how many people stay in this industry and how strong the support network is. I’m a big advocate for automotive and encouraged my brother and sister-in-law into the sector.

What’s it like working at VWFS?

It’s an incredible brand to work for – VWFS helps people drive Volkswagen Group cars and it’s a great product. No two days are the same here and I never have that ‘Sunday night’ feeling. I love what the group stands for and still feel lucky to drive the vehicles. I’m a real ambassador for the brand – I sold five of the ID. Buzz while I had one myself!

What changes have you seen in automotive over the years?

The last three years have felt like no other time – the market has shifted dramatically with the rise of electric vehicles and the entry of new OEMs, particularly from China. These new entrants move fast and, like every other established OEM, it can be tough to keep pace. What Volkswagen Group has is quality and brand loyalty through customer focus, which keeps customers coming back again and again.

Do you feel that automotive is attractive to women?

It has evolved for the better, back in the 90s I was definitely a female in a male world. As part of my leadership role, I now spend time coaching and mentoring younger colleagues which is so important. The good news for the younger cohort is that women are taken seriously – thankfully the days of motorshows with bikini-clad women are behind us.

What advice would you give women looking to get into automotive?

You deserve a place here as much as the next person – the fact you’re female should not be a factor. There can still be a slight gender imbalance but don’t be distracted or deterred by it. Remember that you bring just as much knowledge, enthusiasm and passion as anyone else.