BUSINESS DEVELOPMENT MANAGER

The Business Development Center (BDC) Manager is responsible for overseeing all inbound and outbound customer communications within the Sales Department, including internet leads, phone inquiries, manufacturer leads, and third-party leads. This role manages BDC Representatives and ensures lead response timeliness, appointment setting effectiveness, CRM compliance, and conversion performance.

• Hire, train, coach, and supervise BDC Representatives.
• Conduct regular performance reviews and provide ongoing development and accountability.
• Monitor call quality, email templates, text communications, and CRM documentation.
• Create and manage BDC schedules to ensure proper coverage during all operating hours.
• Ensure all internet, phone, OEM, and third-party leads are responded to within dealership standards.
• Audit CRM daily for proper documentation, follow-up tasks, and disposition accuracy.
• Track appointment confirmations, show rates, and sold ratios.
• Prepare daily, weekly, and monthly BDC performance reports.
• Analyze KPIs including lead response time, contact rate, appointment set rate, show rate, and sold rate.
• Ensure compliance with California privacy regulations, and dealership policies.
• Promote equal service to all customers regardless of protected characteristics.

• Minimum 2-3 years of automotive BDC or internet sales experience required.
• Prior supervisory or management experience preferred.
• Strong knowledge of automotive CRM systems (DealerTrak, VinSolutions, Reynolds, CDK, etc.).
• Excellent written and verbal communication skills.
• Strong analytical and organizational skills.
• Ability to multitask in a fast-paced dealership environment.

• High school diploma or GED required.
• Associate or Bachelor's degree in Business, Marketing, or related field preferred.
• Automotive retail experience strongly preferred.