Customer Experience Coach/Consultant

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 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 one-year full time contract position (travel will be required)

The Role:

We are expanding our network of Customer Experience Coaches/Consultants across the USA to support upcoming opportunities. We aim to build new relationships for current and future projects and would love the chance to get to know you better while introducing ourselves.

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 in the United States and visit dealerships up to 15-days a month, while fulfilling a one-year contract required.
• 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