Director of Customer Experience
Organizational Description
Sunflower Bakery is a nonprofit social enterprise that uses food as a tool to create pathways to employment for young adults with learning differences through skilled job training and employment opportunities in the baking, hospitality, and culinary industries. Sunflower’s workforce development programs include Pastry Arts, Hospitality Employment, Culinary Arts, and a pre-employment Teen Exposure Program.
Job Description
Sunflower Bakery is seeking a dynamic Director of Customer Experience responsible for driving revenue growth across our kosher bakery and culinary catering, wholesale, retail, and café channels, while ensuring strong execution of customer service, order fulfillment, and delivery.
This position is responsible for overseeing the full customer experience from initial inquiry through delivery. The role ensures that all orders are coordinated, communicated, and executed accurately and efficiently across sales, production, and logistics.
This role supervises the Customer Service & Sales Associate and the Operations & Logistics Manager and reports to the Director of Operations & Training.
The Director of Customer Experience partners closely with the Hospitality Director, who oversees café and retail operations. Retail sales are executed by the Hospitality team, while this role is responsible for driving retail sales performance from a strategic perspective, including promotions, product focus, and overall customer experience.
Position Requirements / Essential Functions
Sales & Revenue Growth
Meet and exceed monthly and annual sales targets across catering, wholesale, retail, and café channels by:
- Identifying, pursuing, and securing new business opportunities including corporate catering, holiday events, Bar/Bat Mitzvahs, and community partnerships
- Building and maintaining a strong sales pipeline
- Developing and executing outreach and marketing strategies
Account Management and Order Coordination
- Serve as the primary relationship owner for key accounts and oversee customer inquiries in partnership with the Customer Service & Sales Associate
- Maintain and grow existing client relationships
- Ensure high customer satisfaction across all channels
- Oversee large or complex orders from inquiry through delivery and ensure coordination between sales, production, and logistics
Order Execution & Fulfillment
- Ensure seamless coordination from order intake through production and delivery
- Oversee communication across sales, production, and logistics teams
- Identify and resolve breakdowns in fulfillment proactively
- Ensure all customer commitments are executed accurately and on time
Routing, Delivery & Logistics Coordination
- Oversee delivery systems for efficiency and reliability in partnership with the Operations & Logistics Manager
- Align delivery capacity with sales growth and customer expectations
- Resolve delivery or fulfillment issues and ensure strong follow-through
Retail Sales Strategy & Customer Experience
- Partner with the Hospitality Director to align on retail sales strategy, promotions, and product focus
- Analyze retail performance and identify opportunities to increase sales and improve customer experience
- Ensure consistency in customer experience across all channels
- Support alignment between retail operations and overall sales strategy
Strategy & Reporting
- Track sales performance and pipeline activity
- Maintain CRM data in Salesforce and analyze trends to inform strategy
- Oversee accuracy of all sales records in collaboration with the Customer Service & Sales Associate
Supervision
Supervise Customer Service & Sales Associate and Operations & Logistics Manager by:
- Setting expectations, monitoring performance, and providing coaching
- Fostering strong communication across teams
- Conducting performance reviews
Qualifications
- 3–5 years’ experience in hospitality or foodservice, ideally with exposure to catering operations or event coordination
- Catering experience in high-touch, high-volume, or corporate environments
- Leadership or supervisory experience guiding teams toward shared goals
- Understanding of food service standards including presentation, sanitation, production flow, and cost awareness
- Comfortable navigating digital tools such as Google Workspace and CRM systems (Salesforce preferred)
- Proven experience developing and maintaining customer relationships
- ServSafe Certification (or willingness to obtain)
- Experience with logistics or routing systems is a plus
Knowledge, Skills, Abilities
- Strong communication skills with the ability to work effectively across teams
- Highly organized with the ability to manage multiple priorities
- Problem-solving mindset with a calm, solution-focused approach
- Detail-oriented with strong follow-through
- Strong relationship-building skills
- Commitment to Sunflower Bakery’s mission and values of Compassion, Clarity, Accountability, Excellence, and Unity
- Familiarity with Jewish community, Jewish holidays and Jewish dietary laws preferred
Position
Full-time, exempt position with benefits including health insurance, retirement plan with employer match, EAP program, employee discount, paid Jewish holidays and most Federal holidays. Salary range is $65,000–$70,000 depending on experience.
- Sunflower Bakery is an equal opportunity employer committed to a diverse and inclusive workplace.