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

Company Description

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 Description

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.

The ideal candidate is highly organized, performance-driven, customer-focused, and passionate about motorcycles and the Harley-Davidson lifestyle.

Key Responsibilities

Leadership & Team Management

• Establish daily, weekly, and monthly performance goals
• Monitor employee productivity, call quality, and appointment performance
• Conduct regular coaching sessions and performance evaluations
• Foster a positive, high-energy, customer-first culture

Lead Management

• Oversee all internet, phone, text, social media, and walk-in lead follow-up
• Ensure all leads are responded to promptly and professionally
• Manage CRM processes and maintain accurate customer records
• Develop and improve lead conversion strategies
• Track appointment show rates and sales conversion metrics

Customer Experience

• Deliver exceptional customer service aligned with dealership and brand standards
• Ensure timely communication with prospective and existing customers
• Resolve customer concerns professionally and efficiently
• Support customer retention and reactivation campaigns

Sales Support

• Assist with promotional campaigns, dealership events, and community outreach
• Help drive revenue growth through effective customer engagement

Reporting & Performance Tracking

• Analyze KPIs including:
  • Lead response time
  • Appointment set rate
  • Appointment show rate
  • Sales conversion
  • Customer satisfaction scores
• Prepare reports for dealership leadership
• Recommend operational improvements based on performance data

Qualifications

• 3+ years of automotive or powersports BDC, sales, or customer service management experience preferred
• Previous dealership experience strongly preferred
• Strong leadership and team-building skills
• Excellent communication and interpersonal abilities
• Experience using CRM systems and dealership software
• Ability to multitask in a fast-paced environment
• Strong organizational and analytical skills
• Passion for motorcycles and customer engagement preferred

Compensation & Benefits

• Competitive base salary plus performance bonuses
• Health, dental, and vision insurance
• Paid time off and holidays
• Employee discounts
• Career growth opportunities
• Fun, fast-paced dealership environment

Work Environment

This position operates in a professional dealership environment and may require evenings, weekends, and event participation based on dealership business needs.

Sample KPIs

• 90%+ lead response within 15 minutes
• 65%+ appointment set rate
• 55%+ appointment show rate
• Increased customer retention and repeat business
• Monthly sales and service traffic growth

Additional Information

All your information will be kept confidential according to EEO guidelines.