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BDC Sales Operations Manager

2 months ago

Bridgeport, Connecticut, United States BMW of Bridgeport Full time
BMW of Bridgeport is seeking a skilled BDC Sales Operations Manager to lead and effectively oversee their Business Development Center.
In this role, you will be responsible for addressing inquiries from clients who reach out via email or phone regarding vehicle inventory, features, benefits, and pricing.
The BDC Sales Operations Manager's primary responsibilities include:
  • Driving appointment generation through various customer engagement channels and lead sources.
  • Leading the team while actively contributing to maximize inbound and outbound customer interactions (calls, emails, texts, etc.) that lead to showroom visits and appointments.
  • Managing all incoming customer leads through effective CRM management and achieving a lead conversion rate of over 20%.
  • Monitoring, motivating, and ensuring a consistent level of productivity from the business development center on a daily and weekly basis.
  • Scheduling appointments daily with interested customers to connect them with a sales team member regarding their vehicle of interest.
  • Following up on leads from the previous day, week, and month while fostering a culture of follow-up within the BDC team and Client Advisors.
  • Collaborating with the BDC team to enhance skills and techniques that provide an exceptional client experience.
  • Working alongside the Sales Management team to convert active leads into appointments and sales.
Additional Key Responsibilities:
  • Communicating effectively through phone, email, and in-person interactions.
  • Maintaining a robust prospect tracking and follow-up system.
  • Conducting outbound prospecting calls to invite potential customers to the dealership.
  • Engaging with customers for retention and loyalty initiatives.
  • Reaching out to all no-show appointments to reschedule.
  • Regularly updating and refining customer records in the CRM.
  • Creating and confirming appointments for both new and used vehicle sales customers through various communication methods.
  • Making outbound calls to generate business opportunities and following up with clients.
  • Demonstrating the ability to multitask and utilize a multi-line phone system effectively.
  • Providing accurate progress reports while delivering outstanding customer service.
  • Documenting all customer interactions in a web-based client management system.
  • Checking emails frequently and responding to all inquiries promptly.
  • Staying informed about new products, features, accessories, and their benefits to customers.
  • Maintaining a professional appearance and punctuality.
  • Thriving in a collaborative team environment.
Benefits:
  • 401(k) plan
  • 401(k) matching
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance
Qualifications:
  • Preferred experience in customer service: 3 years
  • Preferred experience in automotive sales: 3 years
  • Preferred experience in retail sales: 3 years
  • Experience at a BMW or similar brand dealership is a plus.
  • Familiarity with dealership systems such as VAuto, Rapid Recon, and proficiency in Microsoft programs like Excel and Word is advantageous.