CX Coach Manager and Strategist

Bond Brand Loyalty

2h • Hybrid

About The Position

At Bond, we create innovative solutions that strengthen brand loyalty and drive sustainable growth for our clients. As the CX Coach Manager and Strategist, you will play a critical role in shaping customer loyalty strategies by leading a team of consultants in a large-scale automotive in-store coaching/consulting program. You will leverage your retail or hospitality expertise, along with strong coaching, facilitation, and consulting skills, to help deliver impactful, industry-leading customer experiences. You will also work closely with the Operations Team to ensure smooth program execution and continued support for the CX Coaches/Consultant team. Join a collaborative team that champions people-first practices, continuous learning, and program excellence. We are seeking a proactive problem-solver with a passion for people, cross-functional collaboration, and customer experience excellence within the automotive sector. This is not a remote position; the candidate must reside in Dearborn, Michigan or the surrounding area.

Requirements

• Reside in Dearborn, Michigan or surrounding area
• Bachelor’s degree in Business, Management, Education, or related field
• Automotive industry experience, with deep knowledge of CX best practices
• 10+ years in consulting, customer experience, coaching, or professional development
• Strong facilitation and adult-learning experience (virtual, hybrid, and in-person)
• Proven leadership in coaching, performance management, and instructional design
• Strong verbal and written communication skills for training, reporting, and presentations
• Analytical mindset with the ability to translate data into insights
• Proficiency in digital reporting and communication tools (Microsoft Office Suite, Zoom, Webex, etc.)
• Highly organized, with the ability to manage multiple tasks and competing deadlines
• Willing and available to work flexible hours and travel as required

Nice To Haves

• Advanced certifications in consulting, coaching, or customer experience

Responsibilities

• Support recruitment, onboarding, and training of Customer Experience Coaches/Consultants
• Provide ongoing weekly support and guidance to the team
• Foster a strong sense of community and alignment with program goals
• Address Consultant-related escalations in partnership with business leaders
• Conduct in-person performance observations with CX Coaches/Consultant Leads and Program Leads, including travel to stores and debriefs
• Co-develop and deliver engaging training content in collaboration with the CX Coaches/Consultant leadership, and Operations Team
• Facilitate in-person and virtual training sessions using participant-centered methods
• Lead continuous development through regular 1:1 and group sessions
• Organize ad-hoc learning events (Just-In-Time Virtual Trainings, Lunch & Learns, Office Hours)
• Conduct regular reviews and audits of consultant reports and Digital Action Plans
• Provide timely performance feedback and coaching, in alignment with program SLAs
• Monitor report quality, provide guidance on closing gaps, and ensure compliance with expectations
• Maintain consultant performance dashboards and ensure adherence to KPIs
• Analyze data to identify trends, insights, and improvement opportunities
• Prepare client-facing report summaries with relevant themes and insights
• Demonstrate consultant success and progress through regular reporting
• Provide ad-hoc support for program operations, as needed
• Participate in internal and client status meetings
• Share consultant updates, progress insights, and surface challenges in collaboration with the Operations Team
• Partner with business leaders on key initiatives and continuous program improvement
• Take ownership of consultant readiness, training quality, and communication
• Maintain timely updates of consultant reports, action plans, and follow-up documentation
• Contribute to the success of the overall Bond Coaching and Consulting Team
• Program-specific responsibilities for 2025 will be outlined upon onboarding

Benefits

• A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce, allowing us to inspire the best from our people.
• Social events like Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun.
• Competitive healthcare and wellness benefits that care for both body and mind including Medical, Dental, Vision, confidential support through an Employee Assistance Program available to you and your family 24/7 — all available from your first day.
• Retirement planning assistance with company matching.
• Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward.
• Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees