Customer Experience Coach/Consultant

Bond Brand Loyalty Inc.; Jersey City (NJ); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Experience Coach/Consultant to lead transformational initiatives in the retail and automotive sectors. This multi-month contract role involves extensive travel across the U.S., where you'll leverage your 15+ years of experience to foster strong relationships and drive change. Your expertise in coaching, facilitation, and customer experience will be pivotal in creating industry-leading initiatives that enhance loyalty and engagement. If you're passionate about making a significant impact and shaping the future of customer experience, this is your moment to shine!

Benefits

Flexible Schedule

Travel Opportunities

Innovative Work Environment

Qualifications

• 15+ years of experience in Customer Experience, Coaching, or Consulting.
• Automotive industry experience is an asset.

Responsibilities

• Drive transformational culture change in retail and automotive industries.
• Build authentic relationships with leadership and front-line personnel.

Skills

Customer Experience

Coaching

Facilitation

Interpersonal Skills

Problem Solving

Business Acumen

Communication

Digital Communication

Education

Coaching or Training Accreditation

Background in Hospitality or Retail Leadership

Tools

Salesforce

Microsoft Excel

Microsoft PowerPoint

Zoom

Job description

Location:
New York, Remote, New York City, NY 10007, USA
New Jersey, 1 Audrey Zapp Dr, Jersey City, NJ 07305, USA

At Bond, we craft innovative solutions with the aim of forging stronger brand loyalty and building sustainable growth for our clients. Our diverse and dynamic approach takes us in thrilling directions, and as a Customer Experience Coach/Consultant, you will have your hands on the wheel as we drive the future of loyalty.

*Please Note: This is a multi-month contract position that requires travel.

The Role:

We are growing our network of Customer Experience Coaches/Consultants across the U.S. to support upcoming projects. Our goal is to build strong relationships for current and future opportunities.

To be considered for this role, you must be willing and able to travel within the United States—up to 15 days per month—for dealership visits. You must also be available for a multi-month contract commitment.

Potential travel and support areas may include New York and New Jersey, with flexibility required for nearby geographic locations as needed.

This is your moment to seize a great opportunity to drive transformational in-dealership culture-changing initiatives in the customer experience industry. This role will have you partnering with multiple locations across the country to create industry-leading customer experiences using your knowledge of retail and/or hospitality industries while applying your coaching, facilitation, and consulting skills to drive change.

A Day in the Life:

• You are a Customer Experience Coach/Consultant/Trainer, looking to drive transformational culture change initiatives in the retail and automotive industries.
• Currently operate your own practice and manage your schedule to complete assignments before or on time.
• You bring 15+ years of leadership or business experience.
• Automotive industry experience an asset.
• Can build authentic and trusted relationships with leadership, business principals, and front-line personnel, motivating and inspiring them to achieve results.
• Has experience working on and navigating complex change initiatives, including technological innovation and advancements.
• Knows how to apply a coach approach to drive tangible and measurable change.
• Knows how to follow a prescribed training path while being agile in the moment to adapt as needed.
• Can independently schedule and deliver full-day virtual or in-person visits and provide detailed reports following each visit.
• Able to quickly recognize resistance and address effectively and diplomatically.
• Can attend virtual and in-person regional introduction, onboarding, training, and team meetings & events (as required).
• Comfortable with technology (Zoom, Salesforce) and proficient in Microsoft Word, Excel & PPT.
• Able to work and travel within the United States, including dealership visits up to 15-17 days a month, while fulfilling a multi-month contract.
• Valid driver’s license and vehicle insurance.
• Valid business liability insurance (or must be willing to purchase at own expense).

Skills essential for your success include:

• Approachability: a confident but warm demeanor that adapts well to one-on-one and group discussions to inspire change is key to achieving the goals of this role.
• Strong Business Acumen: understands customer experience fundamentals, knows the competition; is aware of how strategies and tactics work in the marketplace, can review and present data effectively to drive awareness and support action planning.
• Interpersonal Savvy: able to connect effectively with all levels of employees, from coaching executive leadership to training front lines; builds constructive and effective relationships; can diffuse even high-tension situations comfortably.
• Unflappable problem-solving professional: appreciates that plans can change, strategies can shift, adapts quickly without breaking a sweat, and maintains focus and professionalism throughout.
• Customer Focus: acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Integrity and Trust: is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth appropriately and helpfully; keeps confidences; admits mistakes.
• Managing Vision and Purpose: communicates a compelling and inspired vision or sense of core purpose; can inspire and motivate entire units or organizations.
• Understanding Others: understands why groups do what they do; knows how to motivate people; can predict what groups will do across different situations.
• Strong Communicator: demonstrates ease in communicating and sharing information, understanding complex challenges, and then conveying them with clarity and impact.
• Digital Communications: comfortable conducting virtual 1:1 and group coaching sessions and workshop facilitation.
• Fundamental Computer Skills: is confident and capable of opening and updating excel spreadsheets to convey key data; can take an existing PPT presentation and make updates, add new slides and deliver it with impact.

Are you the one?

• Automotive industry experience is an asset.
• 15+ years’ experience in Customer Experience, Business Coaching, Training, and/or Consulting.
• Coaching or Training Accreditation (e.g., EQA, ICF, CTDP) and Facilitation credentials preferred.
• Background in Hospitality or Retail leadership considered an asset.
• Proficient in Excel, PowerPoint, and Zoom.
• Able to independently manage and prioritize schedule to balance travel and administrative responsibilities.
• Strong business acumen with a data-driven approach to performance improvement.
• Experienced in analyzing customer experience/satisfaction metrics to evaluate and challenge progress and outcomes.
• Skilled in leading change and coaching organizational leaders.
• Proficient in training and developing frontline staff.
• Track record in driving customer satisfaction and engagement initiatives.
• Self-motivated, with the ability to work independently and remotely with minimal supervision.

We are seeking independent contractors for this role. Applicants must be legally authorized to work in the United States. Recruiter inquiries will not be considered.

Why Bond?
Joining us means being part of a team that lives by the mantra “Create Bonds.” We celebrate our collective drive, reward innovative thinking, and always maintain a focus on fostering relationships, both internally and with our clients.

Ready to Make Your Mark?
If you’re passionate about shaping the future of loyalty and making a real impact, we want to hear from you! Apply now to become a part of our dynamic and innovative team.