BDC Manager-Mercedes Benz of Burlington
About The Position
Mercedes-Benz of Burlington, part of the Lyon-Waugh Auto Group, is seeking an experienced Business Development Center (BDC) Manager to lead our Sales and Service BDC teams. This hands-on leadership role is responsible for developing team members, increasing customer engagement, driving appointment growth, while providing an exceptional customer experience that reflects the Mercedes-Benz brand. Automotive BDC leadership experience is required. Experience in both Sales and Service is preferred, but we will train the right candidate who excels in one area and is eager to grow in the other.
Requirements
- Two or more years of automotive BDC management or supervisory experience preferred
- Experience supporting automotive Sales and/or Service
- Strong knowledge of CRM systems, lead management, and dealership processes
- Proficient computer skills including Microsoft and Excel
- Proven ability to coach employees and improve measurable results
- Excellent communication, organizational, and customer-service skills
- Ability to manage multiple priorities in a fast-paced environment
- Ability to provide an exceptional luxury-level customer experience
- Flexible availability based on dealership needs
Nice To Haves
- Experience in both Sales and Service is preferred, but we will train the right candidate who excels in one area and is eager to grow in the other.
Responsibilities
- Lead, coach, and develop the Sales and Service BDC teams.
- Oversee internet leads, inbound calls, outbound campaigns, appointment scheduling, and service-retention opportunities.
- Set performance expectations and hold employees accountable for activity and results.
- Review calls, emails, texts, and CRM activity to identify coaching opportunities.
- Ensure customer interactions are properly documented, assigned, and followed up.
- Partner with Sales and Service leadership to provide consistent customer handoffs and follow-up.
- Maintain effective staffing coverage, including evenings and weekends as needed.
- Prepare performance reports, identify trends, and recommend action plans.
- Complete payroll for BDC employees
- Promote a positive, accountable, and customer-focused team environment.
- Ensure communications meet dealership, manufacturer, and compliance standards.
Benefits
- Comprehensive benefits package
- 401(k) options with company match
- PTO package that includes holidays, vacation, sick days, your birthday off, and a paid volunteer day
- longevity bonuses and paid trips
- Employee discounts on service, parts, and vehicle purchases
- Opportunities for tickets to concerts and sporting events
- Employee referral bonus
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
