Description
Mercedes-Benz of Burlington, part of the Lyon-Waugh Auto Group, is seeking an experienced Business Development Center (BDC) Manager to lead our Sales and Service BDC teams.
This hands-on leadership role is responsible for developing team members, increasing customer engagement, driving appointment growth, while providing an exceptional customer experience that reflects the Mercedes-Benz brand.
Automotive BDC leadership experience is required. Experience in both Sales and Service is preferred, but we will train the right candidate who excels in one area and is eager to grow in the other.
Schedule: Monday-Saturday with a scheduled weekday off.
Estimated Annual Compensation Range: $120,000-$150,000 (base salary and bonuses)
Key Responsibilities:
- Lead, coach, and develop the Sales and Service BDC teams.
- Oversee internet leads, inbound calls, outbound campaigns, appointment scheduling, and service-retention opportunities.
- Set performance expectations and hold employees accountable for activity and results.
- Review calls, emails, texts, and CRM activity to identify coaching opportunities.
- Ensure customer interactions are properly documented, assigned, and followed up.
- Partner with Sales and Service leadership to provide consistent customer handoffs and follow-up.
- Maintain effective staffing coverage, including evenings and weekends as needed.
- Prepare performance reports, identify trends, and recommend action plans.
- Complete payroll for BDC employees
- Promote a positive, accountable, and customer-focused team environment.
- Ensure communications meet dealership, manufacturer, and compliance standards.
What we can offer you:
Comprehensive benefits package
401(k) options with company match
PTO package that includes holidays, vacation, sick days, your birthday off, and a paid volunteer day
longevity bonuses and paid trips
Employee discounts on service, parts, and vehicle purchases
Opportunities for tickets to concerts and sporting events
Employee referral bonus
Smoke free campuses
Requirements
- Two or more years of automotive BDC management or supervisory experience preferred
- Experience supporting automotive Sales and/or Service
- Strong knowledge of CRM systems, lead management, and dealership processes
- Proficient computer skills including Microsoft and Excel
- Proven ability to coach employees and improve measurable results
- Excellent communication, organizational, and customer-service skills
- Ability to manage multiple priorities in a fast-paced environment
- Ability to provide an exceptional luxury-level customer experience
- Flexible availability based on dealership needs
Skills Required
- Automotive BDC leadership or management experience
- Experience supporting automotive Sales and/or Service
- Strong knowledge of CRM systems, lead management, and dealership processes
- Proficient computer skills including Microsoft Office and Excel
- Proven ability to coach employees and improve measurable results
- Excellent communication, organizational, and customer-service skills
- Ability to manage multiple priorities in a fast-paced environment
- Ability to provide an exceptional luxury-level customer experience
- Flexible availability (including evenings and weekends)
- Two or more years of automotive BDC management or supervisory experience
What We Do
Lyon-Waugh Auto Group is an award-winning luxury automotive dealership group serving the New England area for over 30 years. Headquartered in Peabody, Massachusetts, they provide a premium selection of new and pre-owned vehicles from brands including BMW, MINI, Acura, Mercedes-Benz, Porsche, and Audi. The group is dedicated to delivering an unmatched level of care and transparency to both its clients and employees.
