Season 5, Episode 1. Sweet Innovation with Crumbl Cookie’s COO, Grace Chadwick
What does it take to lead innovation at one of America's fastest-growing dessert brands, rotating an entirely new menu weekly across 1,200+ locations?
In this illuminating episode of Innovation Meets Leadership, host Natalie Born sits down with Grace Chadwick, COO of Crumbl. Grace shares her fascinating journey from technology consulting to leading major food industry brands, ultimately landing at the helm of Crumbl. She reveals the complex operational challenges behind Crumbl's weekly rotating menu, the role of technology in scaling innovation, and how the company's mission to bring friends and family together drives every decision. The conversation offers valuable insights into balancing rapid innovation with operational excellence while maintaining a culture that thrives on constant change.
[00:01 - 5:00] From Tech to Treats: An Unexpected Journey
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Transitioned from technology consulting to food industry through Burger King
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Found passion in seeing entire business cycle play out in single day
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Embraced continuous learning and new challenges
[05:01 - 10:26] The Art of Weekly Innovation at Scale
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Manages rotating menu across 1,200+ locations weekly
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Implements precise training systems for consistent execution
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Balances innovation with operational complexity
[10:27 - 15:45] Technology as the Innovation Backbone
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Built proprietary POS system from ground up
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Leverages tech for seamless menu rotation and training
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Applies AB testing principles to product development
[15:46 - 21:17] Evolution Beyond Cookies
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Expanding from Crumbl Cookies to simply "Crumbl"
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Partnering with celebrities like Jimmy Fallon
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Focusing on creating meaningful moments for customers
[21:18 - 27:50] Leadership in a Fast-Paced Innovation Culture
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Cultivating adaptable team members who thrive on change
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Balancing relationships with results
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Emphasizing action as the key to innovation
Quotes:
"It's all about the people that you have and the actions that you take every day to ensure that your people know how much you care about them." - Grace Chadwick
"With innovation, you won't know anything until you try. It is all about the action..." -
Grace Chadwick
Connect with Grace:
Website: https://crumblcookies.com/index.html
LinkedIn: https://www.linkedin.com/in/gracielachadwick
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