Automotive Service BDC Manager - BMW

The Service BDC Manager is responsible for leading, developing and improving the overall performance of Rallye BMW’s Service Business Development Center.

This is a hands-on leadership role responsible for the customer journey from the initial Service contact through the scheduled appointment.
The Service BDC Manager will oversee inbound and outbound customer communication, appointment scheduling and conversion, BMW Teleservice, customer retention initiatives, NPS follow-up and BDC team performance.

The primary objective of this position is to increase Service traffic, improve customer retention and maximize available shop capacity, supporting Rallye BMW’s goal of achieving and consistently maintaining 8,000 labor hours per month while delivering an exceptional customer experience.

The Service BDC Manager is expected to lead in alignment with Rallye’s core values of Drive, Customer Devotion, Integrity and One Team, demonstrating these values through daily leadership, decision-making and interactions with customers and employees.

Key Responsibilities Include But Are Not Limited To:

• The Service BDC Manager is responsible for leading, developing and improving the overall performance of Rallye BMW’s Service Business Development Center.
• This is a hands-on leadership role responsible for the customer journey from the initial Service contact through the scheduled appointment. The Service BDC Manager will oversee inbound and outbound customer communication, appointment scheduling and conversion, BMW Teleservice, customer retention initiatives, NPS follow-up and BDC team performance.
• The primary objective of this position is to increase Service traffic, improve customer retention and maximize available shop capacity, supporting Rallye BMW’s goal of achieving and consistently maintaining 8,000 labor hours per month while delivering an exceptional customer experience.
• The Service BDC Manager is expected to lead in alignment with Rallye’s core values of Drive, Customer Devotion, Integrity and One Team, demonstrating these values through daily leadership, decision-making and interactions with customers and employees.
  
  The Service BDC Manager is responsible for leading, developing and improving the overall performance of Rallye BMW’s Service Business Development Center.
• This is a hands-on leadership role responsible for the customer journey from the initial Service contact through the scheduled appointment. The Service BDC Manager will oversee inbound and outbound customer communication, appointment scheduling, conversion, BMW Teleservice, customer retention initiatives, NPS follow-up and BDC team performance.
• The primary objective of this position is to increase Service traffic, improve customer retention and maximize available shop capacity, supporting Rallye BMW’s goal of achieving and consistently maintaining 8,000 labor hours per month while delivering an exceptional customer experience.
• The Service BDC Manager is expected to lead in alignment with Rallye’s core values of Drive, Customer Devotion, Integrity and One Team, demonstrating these values through daily leadership, decision-making and interactions with customers and employees.

Performance & Leadership Expectations:

Success in this position will be measured by both business results and leadership consistent with Rallye Alignment — Drive, Customer Devotion, Integrity and One Team.

• Labor Hours / Drive:
  Proactively drive appointment opportunities, retention and BDC performance to support the Service Department’s goal of achieving and consistently maintaining 8,000 labor hours per month.
• NPS / Customer Devotion:
  Support achievement and improvement of Rallye BMW’s Service NPS objective through proactive follow-up, appropriate resend management, customer…