BDC Manager

Position Summary:

Graff Toyota of Chesterton is seeking a motivated and customer-focused BDC Manager to lead our Business Development Center (BDC). The BDC Manager will be responsible for developing, implementing, and overseeing all lead management and customer engagement strategies for service and sales. This role requires strong leadership skills, process management, and a digital-first mindset to drive customer satisfaction, retention, and business growth.

Key Responsibilities:

Lead Management & Strategy

• Oversee inbound and outbound customer communications via phone, email, text, and chat.

• Manage lead handling processes to maximize appointment set rates and customer conversions.

• Develop scripts, cadences, and follow-up strategies that align with Graff’s values and brand tone.

Team Leadership

• Supervise a team of BDC representatives, including service, sales, and hybrid roles.

• Conduct regular training and coaching to improve appointment-setting skills and CRM usage.

• Set and monitor performance benchmarks (e.g., response times, show ratios, and conversion rates).

Technology & CRM Optimization

• Utilize VinSolutions CRM and other marketing automation tools to manage customer lifecycle touchpoints.

• Collaborate with IT and marketing to improve system integrations and automation within the BDC.

Reporting & Analysis

• Track and report on daily, weekly, and monthly KPIs, including show rate, appointment conversion, and CSI scores.

• Analyze campaign performance, call metrics, and lead response times to optimize strategy.

Customer Experience

• Champion a proactive customer engagement strategy from inquiry to sale and into post-sale service.

• Ensure a seamless digital-to-in-store experience that reflects Graff Toyota’s “Rule 14: Do what is right” philosophy.

• Respond to escalated customer concerns and monitor review platforms to safeguard reputation.

Collaboration

• Work closely with the sales, service, and marketing departments to align goals and strategies.

• Assist in implementing group-wide BDC processes across Graff Auto Campus for consistency and efficiency.

Qualifications:

• Experience managing a BDC or call center in the automotive or related industry.

• Proven track record in team leadership, customer service, and lead conversion.

• Strong understanding of CRM systems (VinSolutions preferred) and digital marketing strategies.

• Exceptional communication, coaching, and organizational skills.

• Data-driven with the ability to analyze KPIs and adjust accordingly.

• Passion for the automotive industry and a commitment to providing an exceptional guest experience.

Compensation & Benefits:

• Competitive salary + performance-based bonuses

• Health, dental, and vision insurance

• 401(k) with company match

• Paid time off and holiday schedule

• Employee vehicle purchase program

• Ongoing training and advancement opportunities