Manager, Customer Experience (CX) Coaches/Consultants

Bond Brand Loyalty; Michigan; On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company seeks a Manager, Customer Experience Coaches/Consultants to lead a dynamic team in a large-scale automotive in-store coaching program. The ideal candidate will have extensive consulting and customer experience expertise, strong leadership skills, and a passion for enhancing customer interactions. Join a team that values drive and innovation while contributing to successful branding and customer loyalty.

Qualifications

• 10+ years in consulting, customer experience, coaching, or professional development.
• Experience in the automotive industry with CX expertise.
• Availability for travel and flexible hours considered.

Responsibilities

• Leading a team in a large-scale automotive in-store coaching/consulting program.
• Supporting recruitment, onboarding, and training of Coaches/Consultants.
• Conducting in-person performance observations.

Skills

Facilitation

Leadership

Communication

Data Analysis

Organizational Skills

Education

Bachelor’s in Business, Management, Education, or related

Job description

Manager, Customer Experience (CX) Coaches/Consultants

Join to apply for the Manager, Customer Experience (CX) Coaches/Consultants role at Bond Brand Loyalty.

Note: This is not a remote position. The candidate must reside in Dearborn, Michigan or the surrounding area.

At Bond, we create innovative solutions that strengthen brand loyalty and drive sustainable growth for our clients. As the Manager, Customer Experience Coaches/Consultants, you will lead a team in a large-scale automotive in-store coaching/consulting program, leveraging your retail or hospitality expertise along with coaching, facilitation, and consulting skills to deliver impactful customer experiences. You will collaborate closely with the Operations Team to ensure smooth program execution and ongoing support for the CX Coaches/Consultants.

We seek a proactive problem-solver with a passion for people, cross-functional collaboration, and customer experience excellence within the automotive sector.

Responsibilities include:

• Supporting recruitment, onboarding, and training of Coaches/Consultants
• Providing ongoing support and guidance to the team
• Fostering community and aligning with program goals
• Addressing escalations with business leaders
• Conducting in-person performance observations and debriefs

Training & Development

• Developing and delivering engaging training content
• Facilitating in-person and virtual training sessions
• Leading continuous development through regular sessions
• Organizing ad-hoc learning events

Performance Management

• Reviewing reports and digital action plans
• Providing performance feedback and coaching
• Monitoring report quality and compliance

Program Metrics & Reporting

• Maintaining dashboards and KPIs
• Analyzing data for insights and improvements
• Preparing client reports

Cross-functional Collaboration

• Participating in internal and client meetings
• Sharing updates and surfacing challenges
• Partnering on initiatives and program improvements

Program Oversight & Contribution

• Ensuring consultant readiness and training quality
• Maintaining timely documentation
• Contributing to team success

Candidate Background:

• Based in Dearborn, MI or nearby
• Bachelor’s in Business, Management, Education, or related; certifications are a plus
• Automotive industry experience with CX expertise
• 10+ years in consulting, customer experience, coaching, or professional development
• Strong facilitation, leadership, and communication skills
• Data analysis and digital reporting proficiency
• Highly organized with flexibility for travel and hours

Why Bond? Join a team that lives by the mantra “Create Bonds,” celebrating drive, innovation, and relationship-building.

Ready to Make Your Mark? Apply now to be part of our dynamic team committed to shaping the future of loyalty and customer experience.

Equal Opportunity Employer