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

sonicautomotive

Houston, TX, United States · Houston · United States

Posted May 21, 2026

Full-time
On-site
Associate

Job description

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.