BDC Manager – Automotive Dealership

Ocean Mazda West Kendall
Location: Miami, FL – West Kendall
Department: Business Development Center (BDC)
Employment Type: Full-Time

About the Opportunity

Ocean Mazda West Kendall is seeking an experienced, energetic, and results-driven BDC Manager to lead our Business Development Center.

The BDC Manager is responsible for the day-to-day leadership and performance of the BDC team, with a strong focus on lead response, appointment generation, appointment show rates, customer follow-up, CRM accountability, and overall customer experience.

This position requires a hands-on leader who understands automotive dealership operations and knows how to turn phone and internet opportunities into showroom and service traffic.

The successful candidate will be expected to establish clear expectations, coach the team, monitor performance, identify missed opportunities, and hold BDC Representatives accountable for consistent follow-up and results.

Key Responsibilities

Manage the daily operations of the dealership's Business Development Center.
Lead, coach, train, and motivate BDC Representatives.
Establish daily priorities, assignments, and performance expectations.
Monitor inbound and outbound phone, internet, email, text, and CRM activity.
Ensure incoming leads and customer inquiries receive prompt and professional responses.
Monitor lead-response times and ensure opportunities are not left unattended.
Ensure BDC Representatives consistently follow dealership lead-management and follow-up processes.
Drive appointment-setting performance and appointment show rates.
Monitor scheduled, confirmed, shown, sold, missed, and canceled appointments.
Develop processes for following up with customers who miss or cancel appointments.
Review unsold customer opportunities and ensure appropriate follow-up continues.
Monitor aging leads and identify opportunities requiring additional attention.
Ensure all customer interactions and follow-up activities are accurately documented in the CRM.
Review CRM activity for completeness, accuracy, and compliance with dealership expectations.
Assign and redistribute leads when appropriate.
Monitor phone calls for quality, professionalism, appointment-setting skills, and adherence to established processes.
Provide ongoing coaching based on call reviews and individual performance.
Assist BDC Representatives with difficult customer situations and escalated calls.
Work closely with Sales Management, Service Management, and dealership leadership to align BDC activities with dealership goals.
Communicate promotions, inventory opportunities, campaigns, and dealership initiatives to the BDC team.
Participate in management meetings and provide updates regarding BDC performance.
Maintain department schedules and ensure appropriate coverage based on business needs.
Monitor attendance, punctuality, productivity, and overall employee performance.
Partner with Human Resources and dealership management regarding employee performance or corrective-action matters as appropriate.
Maintain a professional, positive, and accountable team environment.
Perform other duties as assigned by dealership management.

Lead Management & CRM Accountability

The BDC Manager is responsible for ensuring the dealership's customer opportunities are properly managed from initial inquiry through appointment and follow-up.

This includes:

Monitoring new leads throughout the day.
Ensuring leads are responded to promptly.
Reviewing overdue tasks and incomplete follow-up.
Monitoring customer contact attempts.
Ensuring phone calls, texts, emails, and appointments are properly documented.
Reviewing leads that have not received a response.
Monitoring appointment confirmations.
Following up on missed appointments.
Reviewing unsold showroom and internet opportunities.
Ensuring appropriate long-term follow-up.
Identifying leads that may have been prematurely closed or lost.
Maintaining accurate CRM records.

The expectation is simple: every legitimate customer opportunity should receive appropriate and consistent follow-up.

Team Leadership & Development

The BDC Manager is expected to actively manage and develop the team.

Responsibilities include:

Conduct regular one-on-one coaching with BDC Representatives.
Review calls and customer communications for quality.
Coach Representatives on scripts, objection handling, appointment setting, and follow-up.
Identify individual strengths and areas requiring improvement.
Establish measurable performance expectations.
Recognize strong performance and address performance concerns promptly.
Provide ongoing training on dealership processes, systems, customer service, and communication.
Help new BDC Representatives develop the skills necessary to succeed.
Create an environment of accountability, professionalism, teamwork, and continuous improvement.

Performance & Reporting

The BDC Manager should understand the department's numbers and be able to explain what is driving performance.

Key performance indicators may include:

Lead response time
Contact rate
Inbound and outbound call activity
Appointments scheduled
Appointments confirmed
Appointment show rate
Missed appointment follow-up
Sales resulting from BDC appointments
Lead-to-appointment conversion
Appointment-to-sale conversion
Internet lead performance
CRM task completion
Customer follow-up activity
Customer retention and reactivation
Call quality
Individual BDC Representative performance

The BDC Manager will prepare and review performance reports with dealership management and develop action plans when results fall below expectations.

Customer Experience

The BDC is often one of the customer's first interactions with Ocean Mazda West Kendall.

Every customer interaction should reflect professionalism, hospitality, responsiveness, and respect.

The BDC Manager is responsible for ensuring Representatives:

Communicate professionally by phone, text, and email.
Listen carefully to customer needs.
Provide accurate information.
Avoid unnecessary pressure or misleading statements.
Follow through on commitments.
Properly document customer conversations.
Escalate concerns when necessary.
Create a positive experience that encourages the customer to visit and do business with the dealership.

What We're Looking For

The ideal candidate is:

A strong leader who is comfortable holding people accountable.
Highly organized and process-driven.
Results-oriented and comfortable working with measurable performance goals.
Experienced with automotive CRM and lead-management processes.
Strong with coaching and employee development.
Able to analyze BDC performance and identify opportunities for improvement.
Excellent on the telephone and able to coach others on phone skills.
Strong with customer follow-up.
Comfortable working closely with Sales and Service Management.
Able to handle escalated customer situations professionally.
Proactive rather than reactive.
Dependable, professional, and team-oriented.
Comfortable working in a fast-paced dealership environment.

Qualifications

Previous automotive dealership BDC experience required.
Previous BDC leadership, supervisory, or management experience strongly preferred.
Strong knowledge of automotive internet lead and customer follow-up processes.
Experience managing inbound and outbound customer communication.
Strong CRM knowledge and experience.
Experience reviewing lead activity, appointments, show rates, and conversion metrics.
Strong coaching, training, and leadership skills.
Excellent telephone and written communication skills.
Strong organizational and time-management abilities.
Ability to analyze reports and use performance data to coach employees and improve results.
Strong computer skills and ability to learn dealership technology.
Experience with dealership CRM/DMS platforms preferred.
Professional appearance and demeanor.
Ability to work a flexible dealership schedule, including evenings and weekends as required.
Bilingual English/Spanish strongly preferred.
Must be able to meet applicable pre-employment requirements.

Benefits

Ocean Mazda West Kendall offers eligible employees a competitive benefits package, including:

Medical, dental, and vision insurance
401(k)
Paid time off
Employee discounts
Mazda and dealership training
Leadership and professional development opportunities
Opportunities for advancement within Ocean Automotive Group

Join Our Team

If you are an experienced automotive BDC professional who understands how to lead a team, manage the CRM, improve appointment performance, and turn customer opportunities into dealership traffic, we want to hear from you.

Join Ocean Mazda West Kendall and help us build a high-performing BDC focused on accountability, customer experience, and results.

Ocean Mazda West Kendall

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