Business Development Center (BDC) Manager - Mancuso Harley Davidson Crossroads

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          "text": "<p>The BDC Manager is responsible for leading and managing the dealership’s Business Development Center operations, including inbound and outbound customer communications, lead management, appointment setting, and customer retention initiatives. This role ensures exceptional customer experience while maximizing showroom traffic and sales opportunities for the dealership.</p><p>The ideal candidate is highly organized, performance-driven, customer-focused, and passionate about motorcycles and the Harley-Davidson lifestyle.</p><p><strong>Key Responsibilities</strong></p><p><strong>Leadership &amp; Team Management</strong></p><ul><li>Establish daily, weekly, and monthly performance goals</li><li>Monitor employee productivity, call quality, and appointment performance</li><li>Conduct regular coaching sessions and performance evaluations</li><li>Foster a positive, high-energy, customer-first culture</li></ul><p><strong>Lead Management</strong></p><ul><li>Oversee all internet, phone, text, social media, and walk-in lead follow-up</li><li>Ensure all leads are responded to promptly and professionally</li><li>Manage CRM processes and maintain accurate customer records</li><li>Develop and improve lead conversion strategies</li><li>Track appointment show rates and sales conversion metrics</li></ul><p><strong>Customer Experience</strong></p><ul><li>Deliver exceptional customer service aligned with dealership and brand standards</li><li>Ensure timely communication with prospective and existing customers</li><li>Resolve customer concerns professionally and efficiently</li><li>Support customer retention and reactivation campaigns</li></ul><p><strong>Sales Support</strong></p><ul><li>Assist with promotional campaigns, dealership events, and community outreach</li><li>Help drive revenue growth through effective customer engagement</li></ul><p><strong>Reporting &amp; Performance Tracking</strong></p><ul><li>Analyze KPIs including:<ul><li>Lead response time</li><li>Appointment set rate</li><li>Appointment show rate</li><li>Sales conversion</li><li>Customer satisfaction scores</li></ul></li><li>Prepare reports for dealership leadership</li><li>Recommend operational improvements based on performance data</li></ul>",
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