Director of Customer Experience
A Role That Matters: Join Our Chick-fil-A Team in Appleton, WI
This isn't just a job description—it's an invitation to a purpose-driven leadership role. At our Chick-fil-A in Appleton, we relentlessly pursue excellence as we serve our guests and each other. Our vision is to be united in our common goal of having a positive impact on people and developing leaders. We operate with an uncompromising commitment to Integrity, Excellence, Stewardship, Accountability, and Servant Leadership. As the Director of Customer Experience, you are a key member of the Executive Leadership Team. You will champion our vision by ensuring operational excellence, high-volume throughput, and community impact are felt in every interaction.
Position Overview
The Director of Customer Experience is a responsible for leading the team to provide a clean and safe environment, top-tier food quality, and fast, accurate service. You will strategically grow sales and community presence while delivering a consistently remarkable guest experience. This role is for a servant leader who is passionate about both high-stakes operational results and the personal growth of their team members.
Key Responsibilities
1. Leadership
- Strategic Planning: Partner with the Owner/Operator to develop and execute an annual business plan, defining key goals for sales, quality, and guest experience.
- Team Development: Participate in weekly meetings with the Operator and Director Team to align on strategies, discuss progress, and foster personal and professional growth.
- Culture: Embody our mission, vision and values, serving as a role model for the entire team and teaching the Winning Hearts Strategy ( "Core 4" (Eye contact, Smile, Friendly tone, "My Pleasure")).
2. Talent
- Recruitment & Mentorship: Recruit and onboard coordinators for the Customer Experience and Brand Growth teams.
- Accountability: Hold the team accountable for responsibilities (e.g., catering execution, food safety, CEM follow-up) by setting clear deadlines and providing appropriate rewards or consequences. We operate with a High Relationship/High Results mindset.
- Evaluations & Growth: Conduct quarterly performance evaluations and ensure Individual Development Plans are created for all emerging leaders.
3. Quality and Throughput
- Operational Excellence Mindset: Maintain a consistent daily presence in both the Front and Back of House. Work alongside the team during peak hours to assist and build unity.
- Food Quality: Ensure food meets standards for appearance, taste, and presentation.
Measured: 95% on QIV Visit.
- Food and Restaurant Safety: Cultivate a best-in-class food safety culture.
Measured: Score of 1 or 2 on every quarterly SAFE Visit.
- Customer Throughput: Drive a quick, but not rushed, speed of service to maintain one of the highest volume throughputs in the country.
Measured: Speed of service <3:30 for each daypart.
- Monitored: Transaction counts by service channel per hour.
- Production Throughput: Maintain efficient, fast-paced kitchen operations to meet Chick-fil-A standards.
Measured: CEM Order Accuracy 98%.
4. Sales & Brand Growth
- Catering: Proactively develop and execute a catering strategy. Build relationships with local businesses, schools, and organizations.
Measured: Achieve 12%+ Year-over-Year (YoY) growth in catering sales.
- Community Engagement: Oversee and strategize for donation requests and coordinate participation in community events. Serve as the primary brand ambassador in Appleton.
- Brand & Social Media: Oversee and provide unity and vision for the restaurant’s social media presence with engaging content that reflects our values.
- Hospitality and Service Standards (Winning Hearts Every Day): Analyze guest feedback to ensure we deliver attentive and courteous service. Organize in-restaurant events following the annual calendar.
Measured: 84% Attentive and Courteous CEM score.
- Product Knowledge: Stay current on all rollouts, LTOs, and promotional items, supporting leaders in their implementation.
5. Operational Excellence & Financial Stewardship
- Cost Control: Support Shift Leaders in making sound decisions regarding labor control.
- Stewardship: Ensure catering profitability by monitoring food cost gaps, reducing waste, and training the team on LEAN production principles.
- Facility Care: Ensure the proper stewardship of all facilities and equipment through training and communication.
Qualifications & Desired Skills
- Proven leadership experience in sales, marketing, or high-volume food service management.
- Strong ability to manage, motivate, and mentor a diverse team.
- Excellent communication, interpersonal, and public speaking skills.
- Highly organized with a meticulous attention to detail.
- A clear alignment with Chick-fil-A’s purpose and the Appleton mission to relentlessly pursue excellence.
Supplemental pay
- Bonus pay
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Employee discount
- Other