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 have a positive impact on people and develop leaders, creating a culture of integrity, excellence, stewardship, accountability, and servant leadership. As the Director of Customer Experience, you will be on a team of Directors that champion this vision, ensuring our commitment to operational excellence is felt in every meal, every interaction, and every moment.
Position Overview
The Director of Customer Experience is a key leader responsible for delivering a consistently remarkable guest experience. By focusing on product excellence and operational efficiency, you will lead our team to provide a clean and safe environment, great food, and fast, accurate service. This role is for a servant leader who is passionate about both high-quality results and the growth of their team members.
Key Responsibilities
1. Leadership
- Strategic Planning: Partner with the Operator to develop and execute an annual business plan, defining our key goals and the strategy to achieve them.
- 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 and effectively communicate our mission, vision, and values, serving as a role model for the entire team.
2. Talent
- Recruitment & Mentorship: Recruit and onboard new coordinators for the Customer Experience Team (CET). Develop their leadership character through weekly challenges, encouragement, and leadership discussions.
- Accountability: Hold the CET accountable for their responsibilities by setting clear deadlines and providing appropriate rewards or consequences.
- Evaluations & Growth: Conduct quarterly performance evaluations for CET Coordinators, ensuring Individual Development Plans are created for all emerging leaders.
- Culture Building: Support the execution of team-building activities that embody our restaurant's unique culture and values.
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, leading by example.
- Food Quality: Ensure every guest receives food that meets Chick-fil-A's quality standards for appearance, taste, and presentation.
- Measured: ≥95% on QIV Visit.
- Food and Restaurant Safety: Cultivate a best-in-class food safety culture.
- Measured: A score of 1 or 2 on every quarterly SAFE Visit.
- Customer Throughput: Drive quick, but not rushed, service speed to maintain one of the highest volume throughputs in the country. This includes monitoring and improving transaction counts per hour/day for each sales channel and overall speed of service metrics.
- Measured: Speed of service <3:30 for each daypart.
- Monitored: Transaction counts by service channel per hour.
- Production Throughput: Lead the team to achieve top-tier production metrics, especially order accuracy, by maintaining efficient, fast-paced kitchen operations that meet Chick-fil-A quality standards.
- Measured: CEM Order Accuracy ≥98%.
4. Sales & Brand Growth
- Sales Culture: Incorporate sales goals into daily conversations to create a competitive and enthusiastic culture, rewarding the team for achieving and exceeding goals.
- Collaboration: Work with the Director of Sales & Brand Growth on catering and community events to ensure remarkable guest experiences.
- Product Knowledge: Stay up to date on all new product rollouts, LTOs (Limited Time Offers), and promotional items, supporting leaders in their successful implementation.
5. Financial Stewardship
- Cost Control: Support Shift Leaders in making sound decisions regarding labor control.
- Waste Reduction: Ensure a narrow food cost gap through LEAN training and by monitoring production and reducing waste.
- Facility Care: Ensure the proper stewardship of all facilities and equipment through training and communication.
Qualifications & Desired Skills
- Proven leadership experience in a fast-paced food service or restaurant environment, with a tenacious focus on quality control and food safety.
- Strong ability to manage, motivate, and mentor a diverse team.
- Excellent communication and interpersonal skills.
- Highly organized with a meticulous attention to detail.
- A clear alignment with Chick-fil-A's purpose and our Appleton restaurant's specific mission, vision, and values.
Supplemental pay
- Bonus pay
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Employee discount
- Other