Position Overview
Centennial Volkswagen is seeking an experienced Internet/BDC Director to lead our Internet/BDC Department and oversee the dealership's digital customer acquisition and engagement processes. This role is responsible for maximizing lead conversion, appointment generation, customer follow-up, CRM accountability, and overall sales opportunities generated through digital channels.
The ideal candidate will have a proven automotive BDC leadership background, strong CRM and process management skills, and an understanding of digital marketing and customer acquisition strategies. While this position does not directly manage advertising campaigns or budgets, the Internet/BDC Director will work closely with dealership leadership and marketing partners to understand traffic trends, lead quality, customer behavior, and overall digital performance.
Key Responsibilities
Lead Management & Customer Engagement
- Oversee all Internet and BDC operations, ensuring timely and effective lead handling, follow-up, appointment setting, and customer communication.
- Develop and maintain processes that maximize lead conversion, appointment show rates, and overall sales performance. Proactively identify opportunities to generate additional customer traffic beyond traditional lead submissions, including CRM mining, equity opportunities, service-to-sales initiatives, orphan owner outreach, and other customer engagement strategies designed to increase showroom visits and sales opportunities.
- Manage customer engagement across multiple channels, including phone, email, text messaging, chat, video, and digital retailing platforms.
- Ensure consistent execution of dealership follow-up strategies and customer experience standards.
Team Leadership & Development
- Lead, coach, and develop the Internet/BDC team through training, performance management, and accountability.
- Establish clear expectations, performance goals, and measurable KPIs for team members.
- Foster a customer-focused culture that emphasizes professionalism, responsiveness, and results.
CRM & Process Management
- Maintain CRM accountability and ensure accurate lead tracking, documentation, and reporting.
- Identify process improvement opportunities that enhance efficiency, customer engagement, and conversion performance.
- Utilize CRM and communication tools to optimize customer follow-up and retention efforts.
Performance Analysis & Reporting
- Monitor key performance indicators including lead response times, appointment rates, show rates, sold rates, follow-up effectiveness, and customer satisfaction.
- Prepare regular reports and performance summaries for dealership leadership.
- Use data-driven insights to identify opportunities for growth and operational improvement.
Digital Marketing Collaboration
- Maintain a working knowledge of automotive digital marketing channels, including SEO, paid search, social media, inventory merchandising, OEM programs, and third-party lead providers.
- Monitor website traffic, lead sources, SRP and VDP activity, digital retailing performance, and customer engagement trends.
- Participate in meetings with marketing partners and vendors, providing operational insights regarding lead quality, customer behavior, and conversion performance.
- Collaborate with dealership leadership and marketing teams to ensure advertising and lead-generation efforts align with sales objectives.
Vendor & Partner Management
- Manage relationships with CRM providers, lead sources, digital retailing platforms, and other technology vendors.
- Continuously evaluate lead providers and vendor performance to ensure strong ROI and operational effectiveness.
- Assist in identifying opportunities to improve lead quality, customer engagement, and sales outcomes.
Cross-Department Collaboration
- Work closely with sales managers, finance managers, service teams, and dealership leadership to create a seamless customer experience.
- Support sales teams by ensuring qualified appointments, accurate customer information, and effective communication throughout the sales process.
Qualifications
- Proven experience as an Automotive BDC/Internet Manager or BDC Director.
- Strong understanding of automotive lead management, CRM systems, and customer engagement processes.
- Experience leading, coaching, and developing high-performing teams.
- Working knowledge of digital marketing concepts, including SEO, SEM, social media, website analytics, and lead-generation platforms.
- Ability to analyze performance metrics and translate data into actionable improvements.
- Excellent communication, organizational, and interpersonal skills.
- Strong problem-solving abilities and a commitment to delivering exceptional customer experiences.
- Proficiency with CRM platforms, dealership software, and digital communication tools.
- Ability to adapt to evolving technologies and automotive industry trends.
Benefits
- Competitive salary and performance-based incentives.
- Comprehensive benefits package including health and dental coverage.
- Career advancement and professional development opportunities.
- Collaborative and supportive work environment.
- Opportunity to help build and grow our Volkswagen dealership.
Job Type: Full-time
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Opportunities for advancement
- Paid time off
- Vision insurance
Application Question(s):
- Describe your car dealership, sales, or customer service experience
Experience:
- Automotive Dealership Management: 1 year (Required)
- Internet/BDC Director: 1 year (Preferred)
Language:
Ability to Commute:
- Las Vegas, NV 89130 (Required)
Ability to Relocate:
- Las Vegas, NV 89130: Relocate before starting work (Required)
Work Location: In person
