Job description
About Us: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.
Note: This is not a remote position. The
candidate must reside in Dearborn, Michigan or the surrounding area.
Job requirements
- Based in Dearborn, Michigan or surrounding area
- Bachelor’s degree in Business, Management, Education, or related field; advanced certifications in consulting, coaching, or customer experience are an asset
- 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
Job responsibilities
As the
CX Coach Manager and Strategist, you will provide:
Consultant Support & Leadership- 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
Training & Development- 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)
Performance Management- 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
Program Metrics & Reporting- 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
Cross-functional Collaboration & Status Updates- 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
Program Oversight & Contribution- 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
Job benefits
At Bond, we believe compensation is more than a salary. Our Total Rewards program is designed to help you grow your career, support your well-being and keep you meaningfully connected:
Flexibility: 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.
Moments that matter: Social events like Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun.
Health & Wellness support: 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.
Future-focused: Retirement planning assistance with company matching.
Career development: Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward.
Celebrating your impact: Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.