About Us:

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 is driving innovation, and as the Manager, CX Coaching, you will play a key role in shaping the future of customer loyalty. In this role, you will support across the CX Coaching program, while also leading and mentoring a team of Consultants within a large-scale automotive In-Store Consulting program. Additionally, you will work closely with the Operations Team to ensure smooth program execution and ongoing support for the Consultant team.

Join our dynamic CX Coaching team and play a pivotal role in shaping our culture and delivering exceptional program excellence and support. We are looking for a proactive problem-solver with a passion for people, collaboration and expertise within the automotive industry and its customer experience practices.

Note: This position is not remote and requires the individual to reside in Dearborn, Michigan or the surrounding area.

As the Manager, CX Coaching, you will:

Consultant Recruitment & Onboarding:

Assist in recruitment for any New In-Store Consultants Support onboarding, training and provide ongoing weekly support of all In-Store Consultants

Training & Development:

Contribute to the development and delivery of training content in partnership with the Consultant Director, Manager of CX Coaching Excellence, and Operations Team Facilitate in-person and virtual training sessions for Consultants Support continuous development through scheduled training and update calls (both 1:1 and group sessions) Manage weekly Consultant communications, including Emails and monthly 90-minute team calls Organize Just-In Time Virtual Trainings, Lunch & Learns (ad-hoc) and Office Hours to support Consultant queries

 

Performance Management & Reporting:

Update Client Leaders with performance management observations and concerns to focus on improvement areas Conduct ongoing reviews and audits of Completed Contact Reports and Digital Action Plans (per identified schedule) to identify key themes and opportunities Report Consultant Store Survey results and follow up with coaching conversations to address areas of opportunity Ensure administrative and program compliance through regular Consultant conversations regarding report quality and gap follow-ups

Collaboration & Status Updates:

Participate in internal status meetings and updates with the Operations Team Attend client status meetings (as required) to provide high-level updates, Consultant observations, and discuss challenges with the support of the Operations Team

Consultant Management & Readiness:

Address Consultant-related escalations with guidance from the Manager of CX Coaching & In-Store Consulting Excellence Provide leadership to ensure clarity of purpose and foster a strong sense of Consultant community Bring thought leadership to drive continuous improvement in Consultant programs and adapt to marketplace and client expectations Organize and conduct in-person performance observations in partnership with Consultant Leads and Program Leadership, including travel for in-store visits and debrief sessions

Metrics & Reporting:

Manage Consultant Performance Dashboards (includes performance metrics) Contribute to the development and adherence to Consulting KPIs and relevant metrics Assist in preparing Client Facing Consulting Report Summaries with insights on consulting themes, trends, and opportunities Provide regular report to demonstrate Consultant Success and Progress Provide ad-hoc support for Program Operational elements as required

The Manager, CX Coaching will be evaluated and measured elements outlined above and on:

Consultant readiness based on survey responses, in-store feedback evaluations, verbatim Consultant feedback, training delivery, communications, and team meetings Timely reviews and updates of all Consultant reports, digital action plans, GAP reports Consultant compliance with the Program Expectations Delivery of Client Status Updates, Observation Reports and fulfill other project requests Conducting performance conversations and documenting feedback in a timely manor (per service level agreement) Open & willing to partner with the Manager of CX Coaching & In-Store Consulting Excellence on all initiatives Specific roles & responsibilities for the 2025 program will be clarified based on start time Updating the Manager of CX Coaching & In-Store Consulting Excellence on progress and initiatives Overall contributions to the success of the Bond Coaching and Consulting Team

Your Background:

Based in Detroit, Michigan (or the surrounding area) Bachelor’s degree in business, management, Education or a related field; Advanced degree or certifications in consulting, coaching, behavior change or customer experience management is a plus Minimum of 10 years in consulting, customer experience management, coaching or a related field, preferably within professional development industry Familiarity with the automotive industry and its customer experience practices is an asset Proven experience and confidence facilitating live learning sessions for adult-learnings (in-person, virtual and hybrid) using interactive participant-centered methods, as well as developing training content Proven experience in leading and managing teams, with a focus on coaching and professional development with a background in performance management, adult-learning, instructional design methodologies and quality assurance processes Excellent communication skills, both verbal and written, for facilitating training sessions, writing reports, and engaging with clients and internal teams and stakeholders Confident and experienced in delivering presentations and facilitating workshops Ability to analyze performance data, identify trends, and develop actionable insights Proficiency in digital tools and platforms for managing reports, action plans, and communication Ability to travel for in-person observations and client meetings as required Strong organizational skills and attention to detail for managing multiple tasks and projects simultaneously Proficient using Microsoft Office Tools (Word, PPT, Excel, Teams, Outlook) and Virtual Delivery Tools (e.g. Zoom, Webex) Flexibility and adaptability to respond to changing program and client needs Available and willing to work flexible hours, as needed based on business requirements

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.