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Business Development Manager

7 hours ago

Greater Toronto Area, Canada PAG Direct Full time

The
Manager, Business Development Centre (BDC)
is responsible for leading and scaling PAG Direct's centralized BDC function across Sales, Service, and Parts operations for all dealership locations.

This role is both strategic and hands-on. The successful candidate will build structure, establish repeatable processes, develop high-performing teams, and ensure the BDC operates as a disciplined, data-driven extension of the dealerships, not a standalone call center.

The BDR Manager will play a critical role in improving lead conversion, appointment show rates, customer retention, and overall customer experience through consistent execution, strong governance, and cross-functional alignment.

Automotive experience is an asset, but operational leadership, process thinking, and execution discipline are more important.
This role is expected to commence around March 1, 2026
, allowing for a structured onboarding and transition period

Key Responsibilities

Leadership & Strategy

  • Lead the day-to-day operations of the centralized BDC across Sales, Service, and Parts.
  • Translate PAG Direct's customer experience and performance objectives into clear BDC priorities and execution plans.
  • Establish a professional, accountable, and performance-oriented BDC culture.
  • Act as the primary point of alignment between the BDC and Marketing Dep, dealership General Managers, Sales Managers, and Fixed Operations leaders.

Process Design & Standardization

  • Review, redesign, and document all BDC workflows, including lead handling, outbound campaigns, appointment setting, follow-up cadence, and escalation protocols.
  • Ensure standardized processes are consistently applied across all dealerships while allowing for brand or operational nuances where required.
  • Build and maintain a BDC playbook covering scripts, workflows, KPIs, and quality standards.

Performance Management & KPIs

  • Define, implement, and manage BDC performance metrics, including response time, contact rate, appointment set rate, show rate, conversion rate, and customer satisfaction indicators.
  • Establish daily, weekly, and monthly performance cadence and reporting.
  • Use data to identify gaps, coach performance, and continuously improve results.
  • Prepare structured performance updates for executive leadership.

Technology & Systems

  • Ensure effective use of CRM, telephony, and reporting tools to support BDC operations.
  • Partner with internal teams and external technology providers to improve data accuracy, automation, and reporting.
  • Monitor system adoption and ensure BDC staff follow best practices in CRM usage and documentation.

Customer Experience

  • Develop customer contact strategies that promote loyalty, satisfaction, and repeat business.
  • Analyze customer feedback and operational data to identify opportunities for improvement.
  • Ensure a seamless handoff between the BDC and dealership sales/service departments.

People Leadership & Development

  • Recruit, onboard, train, and develop BDC Team Leads and Representatives.
  • Coach leaders and frontline staff on call quality, customer engagement, and productivity.
  • Conduct regular performance reviews and create development plans for high-potential team members.
  • Build bench strength and support succession planning within the BDC.

Customer Experience & Cross-Functional Alignment

  • Ensure seamless handoff between BDC, Sales, Service, and Parts teams.
  • Work closely with dealership leadership to align expectations, targets, and communication standards.
  • Actively monitor customer feedback and operational outcomes to refine BDC practices.
  • Support marketing initiatives by ensuring leads are handled professionally and tracked accurately

Qualifications

  • Bachelor's degree in Business, Marketing, or related field (or equivalent experience).
  • 5+ years of experience in business development, sales operations, or customer experience management.
  • OMVIC is a must (or obtaining it within 30 days of employment)
  • Proven experience leading a high-volume, performance-driven team.
  • Strong analytical, organizational, and leadership skills.
  • Proficiency with CRM systems (e.g., Tekion, Dealermine, VinSolutions, DealerSocket, Salesforce, etc.) and call management software.
  • Automotive dealership or retail industry experience is a strong asset but not mandatory.

Key Competencies

·      Strong operational leadership and execution discipline

·      Structured, process-oriented thinker

·      Data-driven decision-making mindset

·      Clear communicator with the ability to influence across departments

·      Comfortable operating in change and building structure from ambiguity

·      High accountability and ownership mentality

Compensation & Benefits

  • Competitive salary and performance-based incentives. $60,000 - $125,000
  • Comprehensive health and dental benefits.
  • Opportunities for professional growth and advancement within the organization.

Upon request, PAG Direct will provide reasonable accommodation for persons with disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment.

If the above meets your qualifications and interests, please send your resume and a cover letter in confidence. We thank all interested candidates, however, only those being considered will be contacted.