Director of Customer Experience

Chick-fil-A•Appleton, WI

42d

About The Position

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. 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.

Requirements

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.

Responsibilities

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.
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.
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.
Food and Restaurant Safety: Cultivate a best-in-class food safety culture.
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.
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.
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.
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.