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

Team Mancuso Powersports is a group of seven high-volume franchised motorsport dealerships in the Metro Houston area including Harley-Davidson, Indian, Victory and all of the metric brands We employ enthusiastic, motivated people in Sales, Service, Parts, and Apparel. We’re dedicated to guaranteeing our customers receive everything needed to “live the dream” on their new motorcycle, ATV, UTV, Trike or Personal Watercraft.Job DescriptionThe 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.The ideal candidate is highly organized, performance-driven, customer-focused, and passionate about motorcycles and the Harley-Davidson lifestyle.Key ResponsibilitiesLeadership & Team ManagementEstablish daily, weekly, and monthly performance goalsMonitor employee productivity, call quality, and appointment performanceConduct regular coaching sessions and performance evaluationsFoster a positive, high-energy, customer-first cultureLead ManagementOversee all internet, phone, text, social media, and walk-in lead follow-upEnsure all leads are responded to promptly and professionallyManage CRM processes and maintain accurate customer recordsDevelop and improve lead conversion strategiesTrack appointment show rates and sales conversion metricsCustomer ExperienceDeliver exceptional customer service aligned with dealership and brand standardsEnsure timely communication with prospective and existing customersResolve customer concerns professionally and efficientlySupport customer retention and reactivation campaignsSales SupportAssist with promotional campaigns, dealership events, and community outreachHelp drive revenue growth through effective customer engagementReporting & Performance TrackingAnalyze KPIs including:Lead response timeAppointment set rateAppointment show rateSales conversionCustomer satisfaction scoresPrepare reports for dealership leadershipRecommend operational improvements based on performance dataQualifications3+ years of automotive or powersports BDC, sales, or customer service management experience preferredPrevious dealership experience strongly preferredStrong leadership and team-building skillsExcellent communication and interpersonal abilitiesExperience using CRM systems and dealership softwareAbility to multitask in a fast-paced environmentStrong organizational and analytical skillsPassion for motorcycles and customer engagement preferredCompensation & BenefitsCompetitive base salary plus performance bonusesHealth, dental, and vision insurancePaid time off and holidaysEmployee discountsCareer growth opportunitiesFun, fast-paced dealership environmentWork EnvironmentThis position operates in a professional dealership environment and may require evenings, weekends, and event participation based on dealership business needs.Sample KPIs90%+ lead response within 15 minutes65%+ appointment set rate55%+ appointment show rateIncreased customer retention and repeat businessMonthly sales and service traffic growthAdditional InformationAll your information will be kept confidential according to EEO guidelines.