Director of Customer ExperienceThis isn't just a job descriptionit'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 OverviewThe Director of Customer Experience is 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 Responsibilities1.

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 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 SkillsProven 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 payBonus pay

BenefitsPaid time off

Health insurance

Dental insurance

Vision insurance

401(k)

401(k) matching

Employee discount

Other