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.

○ 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.

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.