Automotive Dealership BDC Manager - Steve Napleton Auto Group

Job Description

The Business Development Center Manager or BDM is responsible for the overall productivity and effectiveness of the Business Development Center.  The BDM is responsible for staffing, coaching, and developing all BDC personnel, as well as managing the daily operations of the call center.  The BDM acts as a crucial communication link between the BDC staff and dealership management. Exceptional communication and interpersonal skills, strong leadership, organizational expertise, problem-solving abilities, and a professional work ethic are essential.

The Three Main Areas Managed by the BDC Manager

• Monitoring customer database to ensure adherence to process.
• Evaluating CRM database reports to coach BDRs for improvement.
• Enhancing BDRs phone techniques through monitoring and coaching.

The BDC Manager Has Three Main Roles:

Coach:                                    

• Coach your staff on "live" calls. Take turns taking and making calls with them.
• Role-play different scenarios to boost your staff's comfort and confidence on the phone.
• Increase your staff's skills, through different techniques in similar situations.  

Motivate:                   

• Maintain a positive attitude to influence team dynamics. A positive attitude changes everything.
• Identify what motivates each team member and tailor strategies accordingly.
• Work with Sales Management to overcome obstacles to create a pathway for staff success.

Manage:         

• Hold yourself and your team accountable for overall performance.
• Celebrate successes.
• Build trust between the Sales Dept and the BDC.

Qualifications:

• At least 2 years of experience in a Business Development position

• Proficiency with the managerial features of all BDC software, especially CRM (Vin Solutions).
• Demonstrate the ability to effectively communicate with dealership management at all levels.

• Proficient in all Microsoft Office applications
• Well organized detailed approach to outcome reporting
• Excellent analytical, problem-solving, and decision-making skills
• Exceptional leadership and management skills
• Detail-oriented and persuasive

Responsibilities

• Establish daily, weekly, and monthly goals and incentive programs which correspond to the goals of the dealership.
• Audit and report BDC production numbers, such as shows, sold, deposits, and compare them to KPIs/benchmarks.
• Compare trends of the BDC and dealership production and identifying areas of opportunity or concern.
• Create the weekly/monthly schedule for the BDC staff in a timely manner and ensure coverage at all times.
• Provide management with daily feedback and frequent reports related to the status and productivity of the BDC.
• Recruit, staff, and train all BDC personnel.
• Attend weekly/monthly management meetings for sales and service.
• Monitor inbound and outbound calls on a weekly basis.
• Take escalated calls from BDRs as related to difficult situations.
• Follow-Up with potential customers from a manager standpoint as an attempt to gain additional traffic for the dealership.
• Ensure that all BDC staff understand and follow BDC Policies and Procedures at all times.
• Complete all payroll related issues on a timely basis.
• Assess BDC performance and KPIs.   

Automotive Sales Business Development Manager - Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Short term disability insurance
• Long term disability insurance
• PTO
• Maternity/Paternity paid leave
• Referral program
• Retirement plan
• Vision insurance

*** This Position Is Not REMOTE ***