Manager - Internet Applications, Web Customer Contact (BDC)

About the position:

Do you want to lead a high-performing team, showcase your expertise, and have a tangible impact on the results of several dealerships?
Are you looking for a role where your leadership skills, analytical mind, and attention to detail will truly be put to good use?
Read on: this may be the challenge you've been waiting for.

We are looking for a BDC Manager – Internet Requests and Web Customer Contact to supervise and grow a team of agents spread across several dealerships:

Mitsubishi Blainville, Mitsubishi Brossard, Mitsubishi Saint-Jérôme, Mitsubishi Terrebonne, and Récré-Auto Entrepôt Laval.

Your role:

- You will be responsible for all BDC department operations (Internet requests and web customer follow-up).
- Your objective: to ensure the performance, rigor, and quality of the service offered to our potential customers on all our digital platforms.

This position requires a balance between management, analysis, and field action.

Your main responsibilities:

- Demonstrate leadership and good team management skills.
- Supervise, mentor, and motivate the BDC agents at each dealership.
- Implement consistent and effective procedures to improve response and conversion rates.
- Provide ongoing training to your team to ensure skill development and consistency of service.
- Actively participate in the recruitment, integration, and evaluation of BDC staff.
- Be proactive in anticipating needs, resolving issues, and maintaining positive team dynamics.

Analysis and performance:

- Track key performance indicators (KPIs) and identify areas for improvement.
- Generate detailed tracking reports for management (volume of requests, response times, conversion rates, etc.).
- Use Excel to compile, analyze, and present performance results.
- Work closely with sales managers to optimize processes and achieve overall objectives.

Operations and customer service:

- Ensure the quality of follow-ups and compliance with communication standards in all customer interactions.
- Support agents in managing Internet requests and customer contact (via email, phone, or web forms).
- Ensure that files are rigorously updated in internal tools, including SERTI software.
- Maintain exemplary organization of processes and interdepartmental communications.

Requirements:

- Significant experience in automotive BDC or service BDC, ideally with supervisory or coordination functions.
- Strong organizational skills and ability to manage multiple priorities simultaneously.
- Motivational leadership: you inspire confidence, encourage your team, and drive results.
- Proficiency in SERTI software and Microsoft Office, particularly Excel (reports, dashboards, analyses).
- Ability to produce clear and relevant performance reports.
- Proactive, solution-oriented, and focused on continuous improvement.
- Knowledge of the automotive industry and how a sales department operates.
- Bilingual in French/English (spoken and written).
- Valid driver's license and mobility for occasional travel between dealerships.

Send your resume via Auto-jobs.ca.