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Job Description: BDC Manager

Department: Sales / Variable Operations

Reports To: General Manager

Location: Ron Marhofer Chevrolet of Stow

Company Overview

The Ron Marhofer Auto Family is a values-driven, family-owned automotive group committed to delivering a world-class guest experience. With multiple locations across Northeast Ohio, we pride ourselves on our culture of Teamwork, Commitment to Excellence, Continuous Improvement, and Trust & Respect for the Individual. This role requires a high level of Approachability, and Process Orientation.

Job Summary

The Sales BDC Manager is responsible for leading and managing the Sales Business Development Center to drive consistent appointment setting, showroom traffic, and vehicle sales performance. This role oversees daily BDC operations, team development, performance management, and process compliance while ensuring a world-class customer experience aligned with Ron Marhofer Auto Family core values.

Essential Functions & Responsibilities

Leadership & Team Management

• Establish clear expectations, accountability standards, and performance goals with sales team.
• Promote teamwork, trust, and respect while fostering a high-performance culture.

BDC Operations & Process Execution

• Manage all inbound and outbound sales leads via phone, email, text, chat, and CRM tools.
• Ensure adherence to approved scripts, follow-up schedules, and lead management processes.
• Coordinate with Sales Managers to align appointment availability, inventory priorities, and showroom flow.
• Maintain accurate and complete customer records within CRM and DMS systems.
• Ensure compliance with privacy, data security, and communication regulations.

Performance Management & Reporting

• Monitor daily, weekly, and monthly KPIs; analyze trends and implement improvement plans.
• Prepare and present BDC performance reports to dealership leadership.
• Optimize staffing schedules and workflows to maximize productivity and responsiveness.
• Collaborate with marketing and leadership teams to improve lead quality and conversion rates.

Customer Experience & Continuous Improvement

• Ensure all customer interactions reflect professionalism, transparency, and a world-class experience.
• Resolve escalated customer concerns in a timely and effective manner.
• Support digital retailing, equity mining, and outbound sales initiatives.
• Identify opportunities for process improvement and operational efficiency.

Key Performance Indicators (KPIs)

• Appointment Set Rate: 60% or greater of contacted leads
• Appointment Show Rate: 75% or greater
• Internet Lead Close Rate: 12% or greater
• Phone Lead Close Rate: 30% or greater
• Lead Response Time: Average under 10 minutes
• Sales Performance Attributed to BDC Appointments: Meet or exceed dealership targets

Required Qualifications

• 2–4 years of automotive BDC leadership or high-volume automotive sales management experience
• Strong working knowledge of CRM systems, DMS platforms, and digital retail tools
• Proven ability to coach, motivate, and manage teams to measurable results
• Strong organizational, analytical, and time-management skills
• Excellent verbal and written communication skills

Preferred Qualifications

• Prior Chevrolet or GM dealership experience
• Experience managing multi-channel lead sources and digital retail workflows
• Familiarity with equity mining and outbound sales campaigns

Physical Demands

• Ability to sit or stand for extended periods
• Frequent use of computers, phones, and office equipment
• Occasional walking throughout dealership facilities

Work Environment

• Office and showroom environment within an automotive dealership
• Fast-paced, performance-driven setting with frequent customer interaction

Core Values Alignment

All team members are expected to uphold the Ron Marhofer Auto Family core values:

• World-Class Experience
• Commitment to Excellence
• Teamwork
• Trust & Respect for the Individual
• Continuous Improvement