Automotive Business Development Manager

Lead a company Business Development Center for automotive Sales and Service communication across the TN market.

Responsibilities

• Recruit, hire, train, coach, and manage the BDC team
• Set measurable performance standards for response time, outbound activity, call quality, appointment setting, follow-up, and CRM execution
• Run customer activity in VinSolutions CRM and manage workflows in CDK DMS
• Act as a player-coach: personally handle leads and customer calls when extra support is needed
• Listen to recorded calls and deliver direct, specific coaching
• Lead daily team huddles, individual coaching sessions, and performance reviews
• Ensure consistent, timely, and professional customer communication
• Audit CRM records including notes, tasks, appointments, and lead dispositions for 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
• Coordinate with Sales and Service leadership to align appointment capacity and maintain professional customer handoffs
• Provide leadership with accurate reporting, performance analysis, and actionable recommendations
• Build and maintain the complete Sales and Service BDC operating structure
• Document lead-management and customer-communication processes, staffing plans, coverage standards, schedules, and job descriptions
• Own recruiting, interviewing, hiring, onboarding, and training programs
• Develop call scripts, email and text templates, and follow-up schedules
• Track daily, weekly, and monthly performance scorecards
• Maintain call-monitoring and quality-assurance processes, plus appointment confirmation and no-show prevention procedures
• Ensure CRM accountability and data-quality standards
• Build a competitive, positive, performance-driven team culture

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 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, written communication, objection-handling, and customer-service skills
• Willingness to work directly alongside the team and personally handle leads and calls
• Highly organized, competitive, detail-oriented, and accountable

Technologies

• VinSolutions CRM
• CDK DMS

Compensation

• USD 75,000 - 125,000 per year

Location

• Dickson, TN (onsite)

Benefits

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

Sales BDC performance metrics

• 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 metrics

• 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