What are the responsibilities and job description for the BUSINESS DEVELOPMENT CENTER DIRECTOR position at Murphy Auto Group DBA MIRACLE TOYOTA?
Business Development Center || Serving all CSRA Dealerships
BUSINESS DEVELOPMENT CENTER (BDC) DIRECTOR
Description
The role of the Business Development Center (BDC) Director is to foster a high-performance
culture that values customer service and accountability to grow revenues for the Murphy Auto
Group dealerships that she/he serves. The BDC Director is responsible for staffing and daily
management of both Sales and Service Department BDC Agents. BDC Agents engage in a large
volume of communications, both inbound & outbound, to create high value sales opportunities
for the dealerships she/he serves. Opportunities are successfully created when BDC Agents
convert inbound leads (inquiries) into dealership showroom visitors (appointments shown).
Inbound Internet Leads are a key source of vehicle sales within the dealership strategy.
Originating from online forms, Internet Leads must be quickly engaged by the BDC Agents. Key
to conversion is the ability to respond quickly (less than one minute) and frequently (35
attempts in 10 days). BDC Agents are supported in achieving these metrics via a standardized
workflow that she/he is expected to follow without fail. The BDC Director will collaborate with
the VP of Business Development to optimize a strategic and effective workflow.
In addition to Internet Leads, the BDC Agent will handle inbound Phone Leads (sales). Strong
verbal communication skills will allow the BDC Agents to schedule a sales appointment or
collect prospect contact info; engaging the standard workflow. The BDC Director will not only
oversee the workflow but also develop and train BDC Agents on phone scripts.
Finally, the BDC Agents will create opportunities through Outbound Sales Campaigns.
Outbound Sales Campaigns target selected groups of sales prospects to create a sales
opportunity without proactive consumer engagement levels. The BDC Director will craft and
report on targeted Outbound Sales Campaigns.
All opportunities require frequent communications via phone calls, text messages and email.
Strong communication skills and detailed database record keeping are requirements for success
in this role. The BDC Director will provide daily reporting to organizational leadership.
In addition to the Sales Department BDC, the BDC Director will establish a Service Department
BDC that deploys similar tactics to achieve Service Department RO goals. The BDC Director will
be tasked with leading both teams to achievement of stated goals.
Responsibilities
Creation of a BDC team that engages in a high volume of communications daily while
providing outstanding customer service
Staffing and daily management of BDC Agents
Management of BDC work schedules to provide proper coverage while maintaining
budgetary accountability
Creation of strategic workflows and phone scripts to maximize conversions
(appointments shown)
Daily reporting of KPI as requested
Hands on participation in the sales process as needed to support BDC Agents in
achieving organizational goals
Daily staff training and best practices research to optimize performance
Communications within the organization through various dealership staff
Communicate regularly with key digital marketing teammates and provide lead
feedback
Daily enthusiasm and teamwork
The BDC Director reports to both the CSRA Market Area President and the VP of
Business Development
Requirements
- Exceptional people management skills and the ability to maximize team member
potential
- Outstanding written and verbal communication skills
- Ability to work a flexible weekly schedule to ensure dealership ‘open hours’ are properly
covered
- High level of understanding on reporting, data management and predictive analytics
- Analytical mindset and the ability to identify trends
- Orientation for a fast-paced work environment and high activity volumes
- Natural inclination for creative thinking and trouble shooting
- Attention to detail with the desire and ability to continuously improve the customer
buying experience
- Mindset focused on revenue production and achievement of goals
- Friendly demeanor, positivity and likeability
