Position Summary
The Business Development Center (BDC) Manager is responsible for leading and developing the dealership's BDC team while driving appointment generation, lead conversion, customer retention, and customer satisfaction across all dealership departments. The BDC Manager oversees inbound and outbound communications, CRM compliance, internet lead management, appointment-setting activities, and follow-up processes to maximize dealership sales and service opportunities.
The BDC Manager serves as a key leader in customer acquisition and retention by ensuring timely customer communication, process execution, employee development, and achievement of dealership performance objectives.
Essential Duties and Responsibilities
Leadership & Team Management
- Recruit, hire, train, coach, and develop BDC Representatives.
- Conduct regular performance reviews and coaching sessions.
- Establish daily, weekly, and monthly performance expectations.
- Monitor employee productivity and accountability.
- Create schedules to ensure proper staffing and customer coverage.
- Conduct team meetings and ongoing training sessions.
- Foster a culture focused on customer service, accountability, and continuous improvement.
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Lead Management & Appointment Generation
- Manage all inbound and outbound customer communications.
- Ensure timely response to internet, phone, text, chat, social media, and third-party leads.
- Monitor lead handling processes to ensure compliance with dealership standards.
- Drive appointment-setting efforts for Sales, Service, Parts, and Collision Center operations.
- Ensure all opportunities are properly documented within the CRM system.
- Monitor lead response times and conversion performance.
- Develop strategies to increase appointment show rates and sales conversions.
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Customer Follow-Up & Retention
- Oversee customer follow-up programs for sales and service customers.
- Manage customer satisfaction follow-up activities.
- Ensure missed appointments are contacted promptly and rescheduled.
- Coordinate recall campaigns, service reminders, and maintenance retention programs.
- Monitor customer retention efforts and loyalty initiatives.
- Assist in managing online reputation and review generation programs.
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Sales Support
- Support showroom traffic generation through outbound prospecting activities.
- Manage manifest lists, equity mining opportunities, orphan owner campaigns, lease maturity lists, and unsold showroom follow-up.
- Coordinate sales appointments and customer handoffs to sales management.
- Assist with special sales events and dealership promotions.
- Support customer database marketing initiatives.
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Service & Fixed Operations Support
- Coordinate service appointment scheduling activities.
- Support service retention and maintenance reminder campaigns.
- Contact customers regarding recalls, declined services, and future maintenance needs.
- Assist Service Department with appointment confirmation and follow-up activities.
- Generate opportunities for vehicle upgrade and trade-in discussions through service lane activities.
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CRM & Process Management
- Ensure 100% CRM compliance by BDC personnel.
- Monitor data quality and customer records.
- Generate and review daily, weekly, and monthly performance reports.
- Analyze lead source performance and conversion metrics.
- Implement process improvements to maximize efficiency and effectiveness.
- Maintain customer confidentiality and data security standards.
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Marketing & Community Engagement
- Assist with dealership marketing initiatives and promotional campaigns.
- Support community outreach and dealership events.
- Coordinate customer communication campaigns.
- Promote dealership products, services, and special offers.
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Additional Responsibilities
- Attend management meetings and leadership training.
- Maintain professional appearance and conduct.
- Comply with all dealership policies and procedures.
- Perform other duties as assigned.
Supervisory Responsibilities
Direct supervision of:
BDC Representatives
Internet Sales Representatives
Customer Care Representatives
Appointment Coordinators
Responsible for hiring, training, scheduling, coaching, performance evaluations, corrective action, and termination recommendations.
Performance Metrics (KPIs)
BDC Managers may be evaluated on:
Lead Management Metrics
Lead Response Time
Internet Lead Conversion Rate
Contact Rate
Appointment Set Rate
Appointment Show Rate
Appointment Sold Rate
Sales Performance Metrics
Sales Appointments Generated
Units Sold from BDC Appointments
Gross Profit Generated from BDC Opportunities
Lease Renewal Conversion
Equity Mining Results
Service Performance Metrics
Service Appointment Generation
Recall Appointment Completion
Maintenance Retention
Declined Service Recovery
Customer Experience Metrics
Customer Satisfaction Scores (CSI)
Online Review Generation
Customer Retention Rate
Follow-Up Completion Rate
Operational Metrics
CRM Compliance
Employee Productivity
Call Monitoring Scores
Training Completion
Team Performance
Qualifications
Education & Experience
High School Diploma or GED required. Associate's Degree or Bachelor's Degree preferred. Minimum 2–5 years automotive sales, BDC, customer service, or dealership management experience preferred. Previous supervisory or management experience preferred. Experience using CRM systems and dealership software required.
Knowledge, Skills & Abilities
Strong leadership and coaching abilities. Excellent communication and interpersonal skills. Strong organizational and time management skills. Ability to analyze reports and performance metrics. Strong customer service orientation. Ability to manage multiple priorities in a fast-paced environment. Proficiency with CRM platforms, Microsoft Office, and digital communication tools. Bilingual (English/Spanish) preferred in many Viva Auto Group markets.
Physical Requirements
Ability to sit for extended periods while using computers and telephones. Frequent use of computers, phones, and office equipment. Occasional walking throughout dealership facilities. Ability to occasionally lift up to 25 pounds.
Work Environment
Professional office environment within an automotive dealership. Frequent interaction with customers, employees, vendors, and management. Fast-paced, goal-oriented environment requiring multitasking and attention to detail.
Licenses & Certifications
Valid Driver's License preferred. Manufacturer CRM and customer experience certifications as required. Additional training and certifications may be required by Viva Auto Group.
Compensation
Compensation may include:
Base Salary Performance Bonuses Appointment Generation Bonuses Sales Performance Incentives CSI and Customer Retention Bonuses
Compensation is governed by the dealership's approved BDC Manager Compensation Plan.
Equal Employment Opportunity
Viva Auto Group is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, tribal, or local law.
