-Hire appropriate BDC staff
-Train the BDC staff with ongoing weekly training meetings
-Maintain CRM, websites, and marketing efforts
-Be involved in all decision making with vendors and marketing ideas
-Work with sales management to ensure that promotions and pricing is always correct
-Maintain appropriate gross profits when dealing with customers
-Manage online inventory
-Provide a hands on management approach (get involved with calls when needed)
-Manage department with set guidelines
-Manage staff and hold accountable for results
-Work with marketing campaigns and vendors to maximize potential.
Stan, Thanks for your response. Not quite what I was hoping for. You kindly provided a list of duties which is helpful. However, I am most interested in the requisite skill-sets of a BDC/Internet manager. Let's say I'm going to hire a manager. When I advertise the position what skills does this person have to posess in order to be considered "qualified" for the position? What experience? An example: Your fourth point suggests that this person "Be involved in all decision making with vendors and marketing ideas." Let's take the last half of this......decision making regarding marketing ideas. What degree of marketing experience is required? If this person is going to evaluate marketing ideas it seems that a minimal skill-set might be a college degree with a minor in marketing. Better would be a marketing degree. Best might be a degree in marketing and several years experience doing.............. what? Where?
Thanks in advance,
This is a difficult position to hire for. I have been a BDC Manager in various capacities, including a multi-point mid size new car franchise dealership to a small independent 100% buy here pay here store to running an outsourced BDC Call Center with over 50 employees using an automated dialer doing nothing but setting sales appointments. I started out as a BDR on the phone setting appointments and driving traffic into the dealerships I worked for.
I think some key traits or experience you would want to look for would be to find someone comfortable with technology and with being on the phones....a LOT! Someone definitely good with numbers enough to create trackability of marketing and advertising to figure out ROI and adaptable with technology to the point where this function can be achieved relatively on remote (via CRM, Excel, whatever).
He or she should most certainly be structured and very process oriented. A BDC should be a very structured and thus predictable department within the regular chaos of a dealership. Therefore the BDM also needs to be strong willed and unafraid to to enforce the stated processes. Inspect what you expect was always my motto! Expectations need to be set.... how many leads, how many of those should be appointed, how many should show, and how many should sell.
These are just a few of the things that jumped into my mind immediately upon reading your post. Of course there is more...like MULTI-TASKING! That is certainly key. lol. Of course this is geared more towards a sales BDM position as that is pretty much all of my experience. I have never been involved personally with Fixed Ops. I hope this helps answer your question. Feel free to contact me though if you'd like to chat more!