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Bond Brand Loyalty · 18 hours ago

Customer & Employee Experience Consultant

Dearborn, MI

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

Bond Brand Loyalty is a dynamic, forward-thinking company that builds deeper brand loyalty through innovative customer experience solutions. They are seeking a Customer & Employee Experience Consultant to partner with automotive retailers nationwide, delivering coaching and training to improve customer experience and drive cultural change.

AdvertisingAnalyticsLoyalty ProgramsMarket ResearchMarketing

Responsibilities

Travel to assigned dealership locations across the U.S. (up to 90 in-store days between January and November 2026 – not including travel)

Deliver impactful full-day coaching and training - both in-person and virtually - focused on improving customer experience and driving in-store culture change (via employee experience)

Build trusted relationships with automotive retail store leadership and frontline staff to inspire engagement and action

Execute a structured program methodology with the skills, agility and prowess to ensure content is relevant and tailored to client needs, while ensuring client KPIs are achieved

Deliver consulting that translates data and insights into practical (SMART) action plans and performance improvements. Co-build accountability plans with store leadership and staff to support their ongoing efforts, using a prescribed system to track and manage

Track and manage detailed visit information for store observations, feedback, and recommendations for 1) store visits, and 2) all communications with stores, into the CRM platform

Attend, lead, and/or support onboarding, virtual team sessions, and client meetings as required

Qualification

Customer experienceEmployee experienceCoachingConsultingTrainingCultural transformationData presentationMicrosoft OfficeAgilityFacilitation skillsRelationship buildingProblem-solvingActive listeningEmotional intelligenceCommunicationCritical thinking

Required

10+ years' experience in leadership, customer experience, employee experience, coaching, consulting, and/or training

Demonstrated success leading cultural transformation and/or customer satisfaction initiatives

Experience managing complex human-centric transformations involving people, processes, and technology

A consultative and coach-like approach that builds credibility quickly, builds consensus, and inspires transformation

Strong facilitation skills and comfort speaking to various audiences - from executive teams to deskless workers

Proven ability to manage your own schedule, prioritize responsibilities, and meet deadlines with minimal supervision

Savvy with Microsoft Word, Excel, PowerPoint, and digital tools (Zoom, Salesforce)

Comfortable with data—able to present it in a meaningful way to drive action

Valid U.S. driver's license and vehicle/business liability insurance (or willingness to obtain)

Advanced proficiency of the following skills: autonomy + collaboration, discernment, critical thinking, agility + improvisation, relationship building, concise detailed influential communication, participant engagement, problem-solving, active listening, giving feedback, fostering emotional intelligence