Bdc Manager

Viva Toyota of Las Cruces•Las Cruces, NM

4d•Onsite

About The Position

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.

Requirements

High School Diploma or GED required.
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.
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.
Valid Driver's License preferred.
Manufacturer CRM and customer experience certifications as required.
Additional training and certifications may be required by Viva Auto Group.

Nice To Haves

Associate's Degree or Bachelor's Degree preferred.
Bilingual (English/Spanish) preferred in many Viva Auto Group markets.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
Attend management meetings and leadership training.
Maintain professional appearance and conduct.
Comply with all dealership policies and procedures.
Perform other duties as assigned.