CRM & BDC Manager (Kool Chevrolet)

CRM & BDC

Manager (Kool Chevrolet) Grand Rapids, MI Job Details 1 day ago Qualifications Writing skills Instructor-led training (training delivery method) CRM system proficiency Training & development Full Job Description The Mission We are looking for a high-energy, process-driven CRM & Business Development Center (BDC) Manager to serve as the "air traffic control" of our sales operations. Your goal is simple but vital: ensure no lead is left behind, every customer interaction is logged, and our sales team is operating at peak efficiency. In this role, "follow-up" isn't just a templated email; it is a high-touch, video-first strategy. You will be the champion of personal interaction, ensuring our digital outreach feels as warm and professional as an in-person greeting. Key Responsibilities 1.

CRM Mastery & Oversight Database Hygiene:

Act as the primary administrator for VinSolutions. Ensure data integrity, remove duplicates, and manage user permissions.

Lead Distribution:

Monitor the flow of incoming leads to ensure they are assigned instantly and fairly according to company routing rules.

Workflow Optimization:

Build and refine automated follow-up sequences that blend automation with mandatory "human touch" tasks. 2.

High-Touch Personal Interaction & Video Strategy Video Lead Engagement:

Spearhead and enforce the use of video messaging for lead responses. You will ensure every client receives a personalized video face-to-face introduction.

Relationship Management:

Monitor the "tone" of communications. You aren't just checking for completion; you are checking for quality, empathy, and personalization in every text and email.

Concierge Experience:

Personally step in to handle high-value or complex lead inquiries to ensure a "white-glove" transition to the sales floor. 3.

BDC Accountability & Coaching Accountability:

Audit sales staff activity daily. Are they calling? Are they filming their videos? You provide the "nudge" to keep them on track.

Training:

Conduct weekly coaching sessions on "Camera Presence" and digital communication techniques to help the sales team build rapport through a screen.

Reporting:

Monitor key metrics including Lead Response Time (LRT), Appointment Show Rates, and Video Engagement Analytics.

Requirements Experience:

2+ years in a BDC or CRM Management role.

Digital Personality:

You must be comfortable on camera and capable of teaching others how to be authentic and engaging via video.

Tech-Savvy:

Expert-level knowledge of CRM logic and video messaging platforms.

Communication:

Exceptional written and verbal skills. You believe that "personal" beats "automated" every time. The "Hustle"

Factor:

You understand that speed-to-lead is critical, but the quality of that first interaction is what wins the deal.