Automotive Business Development Manager

Nick Mayer Auto Group is hiring an Automotive Business Development Manager to build and lead a Sales and Service Business Development Center (BDC) for the Greater Cleveland, Ohio market. This onsite role focuses on disciplined sales and service communications, supported by strong CRM execution and hands-on coaching.

You will recruit, train, and manage a high-performing team while establishing standards that improve lead handling, appointment setting, follow-up, and customer retention. The position also includes direct involvement with leads and calls when additional support is needed.

Role overview

Drive sales and service outcomes by recruiting and developing your BDC team, implementing clear operating processes, and maintaining accurate data across VinSolutions CRM and CDK DMS. You will personally handle select leads and customer calls, listen to recorded conversations, and deliver targeted coaching to raise performance consistently.

Responsibilities

• Recruit, hire, train, coach, and manage the BDC team.
• Set clear standards for response time, outbound activity, call quality, appointment setting, follow-up, and CRM execution.
• Manage customer activity using VinSolutions CRM and the CDK DMS.
• Handle leads and customer calls personally when extra support is required.
• Review recorded calls and provide direct, specific coaching.
• Run daily team huddles, conduct individual coaching sessions, and complete performance reviews.
• Ensure every customer receives timely, professional, and consistent communication.
• Audit CRM records, including notes, tasks, appointments, and lead dispositions, to maintain accuracy.
• Create accountability for missed calls, neglected leads, overdue tasks, canceled appointments, and lost opportunities.
• Develop campaigns for unsold prospects, inactive leads, missed appointments, declined service, overdue maintenance, recalls, and customer retention.
• Partner with Sales and Service leadership to coordinate appointment capacity and support smooth customer handoffs.
• Provide leadership with accurate reporting, performance analysis, and actionable recommendations.

Requirements

• Minimum 5 years of automotive BDC experience.
• Proven experience managing or helping build an automotive BDC department.
• Experience recruiting, hiring, training, and developing BDC representatives.
• Hands-on familiarity with VinSolutions CRM and the CDK DMS.
• Strong understanding of automotive Sales and Service communication processes.
• Demonstrated ability to improve appointment volume, show rates, customer retention, and conversion.
• Experience with call tracking, call monitoring, recorded-call coaching, and performance reporting.
• Ability to analyze granular data and translate it into specific coaching and process improvements.
• Strong telephone and written communication skills, objection-handling ability, and customer-service focus.
• Willingness to work alongside the team and personally manage leads and calls.
• Highly organized, competitive, detail-oriented, and accountable.

What you’ll build

• The complete Sales and Service BDC operating structure.
• Documented lead-management and customer-communication processes.
• Staffing plans, job descriptions, schedules, and coverage standards.
• Recruiting, interviewing, hiring, onboarding, and training programs.
• Call scripts, email and text templates, and follow-up schedules.
• Daily, weekly, and monthly performance scorecards.
• Call-monitoring and quality-assurance processes.
• Appointment confirmation and no-show prevention procedures.
• CRM accountability and data-quality standards.
• A competitive, positive, performance-driven team culture.

Key BDC performance areas

Sales BDC Performance

• Lead-response time
• Customer-contact rate
• Outbound call, text, and email activity
• Appointment-set and confirmation rates
• Appointment-show rate
• Show-to-sold conversion
• Overall lead-to-sale conversion
• Unsold-customer follow-up
• Lead-source and campaign performance

Service BDC Performance

• Inbound call-answer and abandonment rates
• Service appointment volume
• Appointment-booking and confirmation rates
• Kept-appointment and no-show rates
• Customer-retention campaigns
• Declined-service follow-up
• Recall and overdue-maintenance outreach
• Service-lane capacity utilization
• Overall customer communication and experience

Compensation and location

• Location: Cleveland, OH (onsite)
• Salary: USD 75,000 - 125,000 per year

Benefits

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Relocation assistance
• Vision insurance