BDC Manager

Drive Results. Lead People. Create an Exceptional Customer Experience.

Rosen Nissan of Madison is seeking an experienced and motivated Business Development Center (BDC) Manager to lead our customer engagement team. This role is responsible for driving appointment-setting performance, developing team members, improving processes, and ensuring a world-class customer experience for every guest who contacts our dealership.

The ideal candidate is a hands-on leader who thrives in a fast-paced environment, understands dealership operations, and knows how to motivate a team to achieve measurable results.

Responsibilities

• Lead, coach, and develop the BDC team to achieve appointment and sales objectives.


• Monitor daily activity, call performance, lead response times, and appointment show rates.


• Hold team members accountable to established processes and performance expectations.


• Conduct regular coaching sessions, training, and performance reviews.


• Ensure all internet, phone, chat, and text leads are responded to promptly and professionally.


• Partner closely with Sales and Service Managers to improve lead conversion and customer retention.


• Analyze reports and key performance indicators (KPIs) to identify opportunities for improvement.


• Maintain CRM data integrity and ensure accurate customer records.


• Create a positive, professional, and customer-focused work environment.


• Assist with training new BDC team members.


• Develop and implement strategies to increase appointments, show rates, and overall dealership performance.

Qualifications

• Previous automotive BDC, sales, service, or call center management experience preferred.


• Strong leadership, coaching, and team-building skills.


• Proven ability to hold employees accountable while maintaining a positive culture.


• Excellent communication and interpersonal skills.


• Experience with dealership CRM systems and lead management tools.


• Strong organizational and time-management abilities.


• Ability to analyze reports and make data-driven decisions.


• Self-motivated, results-oriented, and customer-focused.


• Valid driver's license with an acceptable driving record.

What We Offer

• Competitive salary plus performance-based bonus opportunities.


• Medical, dental, and vision insurance.


• 401(k) with company match.


• Paid vacation and holidays.


• Employee vehicle purchase program.


• Career advancement opportunities within Rosen Automotive Group.


• Ongoing training and professional development.

Join the Rosen Team

If you're passionate about developing people, creating exceptional customer experiences, and driving dealership performance, we'd love to hear from you.

Apply today and help lead the future of customer engagement at Rosen Nissan of Madison.