Director of Customer Experience

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. Food and Restaurant Safety: Cultivate a best-in-class food safety culture. Customer Throughput: Drive a quick, but not rushed, speed of service to maintain one of the highest volume throughputs in the country. Monitored: Transaction counts by service channel per hour. Production Throughput: Maintain efficient, fast-paced kitchen operations to meet Chick-fil-A standards. 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. Measured: ≥95% on QIV Visit. Measured: Score of 1 or 2 on every quarterly SAFE Visit. Measured: Speed of service Measured: CEM Order Accuracy ≥98%. Measured: ≥84% Attentive and Courteous CEM score. 4. Sales & Brand Growth Catering: Proactively develop and execute a catering strategy. Build relationships with local businesses, schools, and organizations. 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. Product Knowledge: Stay current on all rollouts, LTOs, and promotional items, supporting leaders in their implementation. 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. Working at a Chick-fil-A restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities. #J-18808-Ljbffr Chick-fil-A