Position: Business Development Manager The role of the Business Development Manager (BDM) is to lead a team of Business Development Representatives (BDRs) in scheduling service appointments for all Murphy Auto Group dealerships. The Business Development Manager is responsible for driving revenue growth by optimizing customer engagement strategies, improving team performance, and ensuring high-quality appointment generation. This role oversees daily operations, agent productivity, campaign effectiveness, and client outcomes, while collaborating closely with internal teams and client stakeholders. In addition to leading daily operations for the team, the BDM must provide regular upward reporting on KPI for the department and meet weekly with dealership personnel. The BDM will be responsible for prospect list management as well as growing OEM relationships when applicable. The BDM will be responsible to ensure proper staffing levels are consistently achieved, and customer service standards are met by the department.
Key Responsibilities
- Revenue & Performance Management
- Monitor and analyze daily, weekly, and monthly performance metrics (KPIs) including:
- Agent productivity and efficiency
- Appointment conversion rates
- Call handling metrics (ready time, wrap-up time, missed calls)
- Identify underperformance trends and implement corrective action plans
- Optimize campaign performance by evaluating outreach effectiveness and reallocating resources as needed
Team Leadership & Coaching
- Establish a culture of reporting with Show Rates resulting from Outbound Calls as top priority for the department (unless otherwise specified)
- Provide ongoing coaching and feedback to agents based on performance data and call reviews (disposition review, Pulse call assessments)
- Conduct regular 1:1 meetings to review KPIs, set goals, and improve behaviors
- Facilitate team meetings to communicate updates, training initiatives, and performance insights
- Develop team skills in objection handling, communication, and appointment-setting best practices
Quality Assurance & Customer Experience
- Conduct routine call reviews to ensure professionalism and adherence to standards
- Perform appointment quality checks to verify accuracy of customer information and scheduling
- Address customer experience issues, including missed opportunities and complaints
- Ensure timely and accurate responses across communication channels (calls, SMS, email)
Operational Oversight
- Oversee daily workflow including inbound/outbound call management and agent activity
- Monitor missed calls and ensure proper follow-up procedures are followed
- Evaluate staffing levels and adjust schedules to meet demand and maximize coverage
- Maintain and update operational systems, contact lists, and reporting structures
Campaign & Process Optimization
- Analyze campaign performance to determine effectiveness of lead sources and outreach strategies
- Identify bottlenecks (e.g., no-shows, scheduling constraints) and implement solutions
- Recommend alternative engagement strategies (e.g., SMS/email campaigns) when appropriate
- Continuously refine scripts, messaging, and processes to improve results
Client & Stakeholder Collaboration
- Meet with dealership leaders weekly or as requested to ensure high levels of communication and collaboration at a macro level
- Partner with Service Managers and client stakeholders to align on goals, promotions, and priorities
- Provide regular reporting and insights on performance, opportunities, and challenges
- Support strategic planning by identifying growth opportunities and operational improvements
Reporting & Analytics
- Prepare and distribute daily, weekly, and monthly performance reports
- Track trends in agent performance, campaign success, and customer engagement
- Identify top performers and extract best practices to scale across the team
- Use data-driven insights to inform decision-making and business strategy
Forecasting
- Collaborate with Fixed Operations Directors to identify and capture approval of monthly and annual performance forecasts
- Participate in leadership meetings and activities during monthly organizational forecasting process
Outbound Call Execution
- Achieve weekly outbound call expectations as assigned
Qualifications
· Strong analytical skills with experience interpreting performance metrics and KPIs · Proven ability to coach and develop team members · Excellent communication and stakeholder management skills
Key Competencies · Data-driven decision making · Leadership and coaching · Operational efficiency · Customer experience focus · Strategic thinking and problem-solving
Success Metrics · Achievement of appointment and revenue targets · Improvement in agent productivity and efficiency · Reduction in missed opportunities (missed calls, poor-quality appointments) · Increased campaign performance and conversion rates · Positive client and customer feedback
