Director of Customer Experience bei Nothing Bundt Cakes

Position Summary

The Director of Customer Experience will lead Nothing Bundt Cakes’ strategy and execution in delivering joyful guest interactions across all touchpoints to create a best-in-class guest experience. This role will manage the operations guest experience feedback process, from product concept/strategy to implementation, to ensure Nothing Bundt Cakes’ reduces guest dissatisfaction, increases guest retention, improves the guest experience and supports Nothing Bundt Cakes’ ability to shorten the repeat buying cycle of dissatisfied guests.

The Director will also oversee the Nothing Bundt Cakes’ guest feedback ecosystem, manage guest experience vendor partners who support guest feedback channels, and oversee the handling of guest escalations. In addition, this role will be responsible for building scalable processes that ensure timely, empathetic, and brand-consistent responses to guest concerns/feedback, while proactively identifying trends, best practices and processes to effectively drive continuous improvement in the overall Nothing Bundt Cakes guest experience. The Director will collaborate across internal departments and provide strategic, analytical and project leadership.

Accountabilities/Duties:

Customer Experience Strategy & Leadership

• Develop and execute a systemwide customer experience strategy that reinforces the brand’s promise of creating joyful moments.
• Partner with cross-functional teams (Operations, Marketing, Training, and Franchise Relations) to align guest experience initiatives with business priorities.
• Define and track KPIs to measure guest experience performance, escalations, and resolution effectiveness.

Guest Feedback Oversight

• Manage end-to-end customer feedback channels (phone, email, website, loyalty app, third-party platforms, etc.).
• Oversee vendor partners providing customer service and feedback management tools, ensuring SLAs, quality standards, and brand alignment are met.
• Aggregate guest insights into actionable reports for the executive team and franchise community.

Escalation & Resolution Management

• Own the process for customer escalations, establishing clear protocols and communication pathways between franchise owners, the Support Center, and vendor partners.
• Lead resolution approaches that balance guest satisfaction with franchisee support and operational realities.
• Directly interface with guests and assist with sensitive resolutions as required.
• Ensure all escalations are tracked, resolved, and analyzed for root causes to drive systemic improvements.

Vendor & Partner Management

• Act as primary liaison with all guest feedback and contact center vendors, overseeing performance, cost effectiveness, and continuous innovation.
• Negotiate and manage contracts, ensuring vendors deliver best-in-class service consistent with NbC standards.
• Conduct regular business reviews with vendors and implement performance improvement plans as needed.

Applied research, statistical analysis, data modeling and integration

• Directing the development of guest experience strategic plans, policies and procedures for analysis of dissatisfied guest couponing, repeat purchase cycles and impact to same bakery sales.
• Directing the development of guest experience, statistical/analytical procedures, processes, policies, data reports and/or products and quality matrices that support internal business partners and external consumers.
• Directing the application of appropriate guest experience research design and statistical procedures utilized in internal and external presentations.

Project and department management

• Manages budgets, plans and expenses with cost center responsibilities.
• Manages projects, cross-department collaboration, guest feedback expectations and business priorities to achieve company and guest goals.
• Motivates and is willing to understand and probe into technical/analytical guest feedback details.

Continuous Improvement

• Identify trends in guest feedback and escalate systemic issues to leadership.
• Recommend process enhancements, training needs, and operational adjustments that reduce escalations and elevate guest loyalty.
• Partner with Operations and Learning & Development to create training resources that reinforce consistent, joyful guest experiences.

Core Values/Leadership Competencies:

• Servant’s Heart
  • Developer of people
  • Vision casting
  • Leads by example
• Spirit of a Champion
  • Exhibits extreme ownership – 100/0! Mentality – 100% responsibility and zero excuses!
  • Excellence driven, desires feedback and improvement
  • Exhibits sound judgment
• Genuine Connections
  • Intensely collaborative
  • Professional with the ability to influence at all levels
  • Communicates often and openly

Skills and Abilities:

• Results driven, has experience in developing a superior guest experience and believes in consistently delivering superior guest service
• Exceptional negotiation skills and proven vendor/supplier management
• Strong problem solving, interpersonal and analytical skills with the ability to interpret data, identify trends, and present actionable insights
• Excellent interpersonal, communication, and conflict-resolution skills
• Experience and success in building and implementing new guest experience processes/procedures in a high growth environment
• Self-motivated with the ability to thrive in a fast-paced, franchise environment with multiple stakeholders
• Strong presentation, facilitation, and communication (written and verbal) skills
• Deep passion for consistent, guest satisfaction and delivering joyful moments

Education/Certifications and Work Experience Requirements:

• Bachelor’s degree required in Business, Hospitality, Customer Service, Communications, and/or a related field
• Master’s degree preferred
• 5+ years of Nothing Bundt Cakes experience and/or experience in operations, customer/hospitality experience, restaurant customer experience, research or project management
• 5+ years of experience in responsible leader roles with a significant influence driving guest experience, brand and long-term financial success

Why Nothing Bundt Cakes? 

We offer a competitive benefits package including medical/dental/vision insurance, employee life insurance, unlimited PTO, paid holidays, 401(k), and cake and Bundtwear allowances.  Every team member working at the Support Center is eligible for an annual bonus potential.  We provide a casual and collaborative work environment with a focus on increasing your wellbeing through company events, celebrations, and regular volunteer opportunities.