Business Development Center (BDC) Manager - San Diego Harley Davidson

Business Development Center (BDC) Agent - San Diego Harley Davidson in San Diego, CA at Sonic Powersports
Job Type: Other

Experience: Associate

About
San Diego Harley-Davidson® is known for its year-round perfect weather, diverse scenic routes, and large motorcycle community, which is optimal for our Harley-Riders and Motorcycle Enthusiasts! We have a large selection of New and Pre-owned Harley-Davidson® bikes, experienced technicians, and a fully stocked MotorClothes® Department.

Job Description
The BDC Agent is responsible for leading 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

Establish daily, weekly, and monthly performance goals

Monitor employee productivity, call quality, and appointment performance

Conduct regular coaching sessions and performance evaluations

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

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

3+ years of automotive or powersports BDC, sales, or customer service experience 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

Competitive base salary plus performance bonuses

Health, dental, and vision insurance

Paid time off and holidays

Fun, fast-paced dealership 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

Income potential is $50K - $60K annually.

401(k) with Company Match

Paid Time Off, Increases with Tenure

Closed onThanksgiving & Christmas

Employee Pricing on Vehicles, Parts & Service

Free & Discounted Gym Memberships

Travel Discountson Hotels, Flights & Rentals

Career Growth within aFortune 500 Company

All yourinformation will be kept confidential according to EEO guidelines.

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