Sales Business Development Center Manager

Young Owosso•Caledonia Charter Township, MI

3d•Onsite

About The Position

At Young Owosso, we strive to make every customer a customer for life. Our commitment is to provide outstanding customer service, exceptional value, and a dealership experience that exceeds expectations. Are you a motivated leader who thrives in a fast-paced environment? Do you enjoy coaching teams, building processes, analyzing performance, and creating exceptional customer experiences? If so, Young Owosso is looking for a BDC Sales Manager to lead our Business Development Center and help drive dealership growth. The BDC Sales Manager plays a critical role in the success of the dealership. As the first point of contact for many customers, the BDC team creates the initial impression of our organization through phone, text, email, chat, and online interactions. This position is responsible for leading the BDC team, managing lead performance, maintaining consistent communication across departments, supporting marketing initiatives, and ensuring a seamless customer experience from inquiry to showroom visit.

Requirements

CRM experience is required.
Strong understanding of customer service, lead management, and sales processes.
Excellent verbal and written communication skills.
Highly organized with exceptional attention to detail.
Strong analytical and reporting abilities.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and dealership software systems.

Nice To Haves

Bachelor's Degree preferred.
Previous leadership, management, sales, or automotive dealership experience preferred.
Social media and marketing experience preferred.

Responsibilities

Lead, coach, and develop the Business Development Center team.
Conduct regular one-on-one meetings, performance reviews, and training sessions.
Create schedules and ensure proper staffing coverage.
Assist team members with customer escalations and challenging customer interactions.
Foster a positive, accountable, and customer-focused culture.
Oversee all inbound sales inquiries from phone, website, manufacturer, and third-party lead sources.
Ensure timely and professional follow-up on all customer inquiries.
Monitor lead response times, appointment-setting performance, show rates, and conversion metrics.
Work closely with Sales Managers and Sales Specialists to maximize lead opportunities and customer retention.
Support customer retention efforts through equity mining, lease maturity campaigns, and owner follow-up initiatives.
Maintain CRM processes and ensure accurate lead management throughout the sales cycle.
Monitor team activity, follow-up compliance, and data accuracy.
Generate and analyze reports related to lead volume, appointments, conversion rates, sales performance, and customer engagement.
Identify opportunities for process improvement and implement corrective action plans.
Serve as the bridge between the BDC team, Sales Specialists, Sales Managers, Service Department, and dealership leadership.
Ensure consistent messaging, promotions, and customer communication across all departments.
Monitor incoming inventory and maintain vehicle tagging and merchandising processes.
Assist in coordinating dealership events, promotions, and sales initiatives.
Manage the dealership's social media presence, including daily content creation and engagement.
Coordinate marketing efforts with external vendors for website management, digital advertising, SEO, social media, and CRM platforms.
Monitor dealership websites, online inventory, and advertising accuracy.
Maintain dealership marketing assets, including road sign designs, promotional materials, and other creative content.
Provide marketing support and communication assistance for dealership initiatives.