Business Development Manager

Scranton Auto Group•Vernon, CT

5d•Onsite

About The Position

Scranton Motors is seeking an experienced, motivated Business Development Manager (BDM) to lead our Business Development team in Vernon, Connecticut, beginning in October 2026. This is a management position focused on leading people, creating accountability, improving processes, and driving dealership results through customer engagement. The BDM will oversee the daily performance of Business Development Representatives and collaborate with Sales Management to ensure timely and professional follow-up on all leads and customer opportunities. The role involves being both a leader and a hands-on manager, understanding departmental activities daily, and coaching in real-time. The BDM will own the customer contact process, monitor key performance indicators, manage CRM discipline, and partner with Sales Leadership to improve the transition from initial contact to showroom visits and overall dealership success. The ideal candidate is a people leader who can foster a positive, accountable culture while driving performance.

Requirements

Previous management, supervisory, or team-lead experience
Demonstrated ability to coach and develop employees
Strong verbal and written communication skills
Excellent organizational and follow-up abilities
Comfortable managing performance through measurable goals and KPIs
Strong computer and technology skills
Experience working with CRM or customer-management systems
Ability to identify performance issues and coach toward improvement
Strong customer-service mindset
Professional leadership presence
Ability to work effectively with dealership management
Dependable, accountable, and results-oriented

Nice To Haves

Automotive BDC management experience
Automotive dealership management or supervisory experience
Previous experience managing internet leads and customer follow-up
Experience with automotive CRM platforms
Experience recruiting, onboarding, training, and developing employees
Familiarity with dealership sales processes and performance metrics
Experience managing appointment-setting and customer-engagement teams
Automotive experience is strongly preferred
Exceptional leaders with relevant customer engagement, inside sales, or business development management experience will also be considered.

Responsibilities

Lead, motivate, and develop the Business Development team
Establish clear daily, weekly, and monthly expectations
Provide ongoing coaching and performance feedback
Conduct regular individual and team performance reviews
Train new Business Development Representatives and provide continued training for existing team members
Develop communication, appointment-setting, and customer follow-up skills
Recognize strong performance and address performance concerns quickly
Help create a positive, accountable, and team-oriented culture
Participate in recruiting, interviewing, onboarding, and employee development
Ensure the team consistently responds to incoming internet leads, handles customer phone inquiries, and communicates via phone, text, and email
Schedule showroom appointments, confirm upcoming appointments, and follow up on missed appointments
Re-engage unsold customers and maintain appropriate long-term customer follow-up
Contact customers approaching lease maturity and reconnect with previous and unassigned customer opportunities
Maintain accurate customer records and notes, providing professional and consistent communication
Establish and maintain a results-driven environment focused on customer experience
Monitor key performance indicators (KPIs) such as lead response time, customer contact rate, appointment-setting rate, appointment confirmation, appointment show rate, lead follow-up completion, unsold customer follow-up, lead aging, CRM activity, and individual/department performance
Use performance data to identify opportunities, coach the team, and improve results
Maintain strong CRM discipline, monitor daily activity, review lead status and aging, and ensure accurate customer notes
Ensure consistent follow-up processes, review overdue and untouched opportunities, and monitor appointment activity and outcomes
Identify gaps in workflow, develop and implement improvements, and maintain accurate reporting for dealership leadership
Coordinate customer appointments with Sales Management
Improve the transition from initial contact to showroom visit
Review appointment results and identify opportunities requiring management involvement
Improve communication between Business Development and Sales
Analyze customer and lead trends
Support dealership sales objectives and develop strategies to improve appointment volume and show rates
Ensure customers receive a consistent Scranton Motors experience
Take an active role in developing the Business Development team through ongoing coaching in customer communication, phone skills, text and email communication, appointment setting, objection handling, CRM usage, follow-up techniques, product knowledge, customer experience, time management, lead prioritization, and professional communication.