At a Glance
- Tasks: Drive customer insights to shape strategies and fuel growth across our restaurant and grocery businesses.
- Company: Join Wasabi, a thriving Asian food brand with a passion for deliciousness and innovation.
- Benefits: Enjoy free sushi, discounts, hybrid working, and a supportive work environment.
- Other info: Join a dynamic team with opportunities for career development and personal growth.
- Why this job: Be at the forefront of customer insights and make a real impact on business decisions.
- Qualifications: Experience in consumer insights or market research, preferably in FMCG or food retail.
The predicted salary is between 45000 - 55000 £ per year.
Founded in 2003, Wasabi's vision is to lovingly create and serve delicious Asian food for a busy nation. Wasabi now has 42 thriving restaurants across London and major UK cities and 4 in New York. In 2019, we introduced Wasabi Home Ben to the grocery channel, launching exclusively in Sainsbury's. Building on that success, the grocery business broadened its reach to Tesco in September 2022, followed by exciting launches in Co-op and Morrisons in 2024. Wasabi grocery has seen phenomenal growth and is now a £62m RSV brand. Wasabi proudly stands as the No. 2 chilled ready-meal brand in the market, consistently attracting new customers to the category through an innovative East Asian range. Wasabi's menu is celebrated for its unique character, exceptional freshness, and bold flavours. Our diverse range is designed to delight a wide audience, delivering both comfort and excitement with every bite.
We have an ambitious 5-year growth strategy, focusing on new restaurants, franchise partnerships, and international expansion. As we prepare for our next phase of growth and innovation, we have an incredibly exciting opportunity for a Customer Insights Manager to join our Team based in Park Royal.
The Role: The incumbent will be accountable for developing and embedding a best-in-class customer and consumer insight capability across Wasabi's restaurant and grocery businesses. The role will translate customer behaviour, commercial performance, consumer trends, customer feedback and market data into clear, actionable insight that informs key commercial decisions, including product development, menu strategy, pricing, marketing investment and retail range optimisation. This role sits within the Commercial & Marketing Team, acting as the central owner of customer, consumer and market insight, ensuring insight is used consistently to shape strategy and deliver business growth.
Key Responsibilities:
- Identify new growth opportunities through customer, consumer and market insight helping drive strategic and commercial decisions.
- Deliver clear, actionable reporting across customer experience, brand performance, product and commercial strategy.
- Build, manage and influence relationships with senior stakeholders across Marketing, Commercial and Operations challenging thinking and driving evidence-based decision making.
- Lead and evolve customer feedback programmes including surveys, reviews, NPS and mystery shopping to ensure the voice of the customer informs business decisions.
- Analyse customer and market data to identify trends, opportunities and performance drivers.
- Partner with marketing, product and operational teams to translate insight into commercially focused recommendations.
- Lead consumer research projects including product testing, concept testing and pricing studies to ensure the voice of the consumer is embedded in the business.
- Track and translate brand health, consumer behaviour and market trends across restaurant and grocery channels.
- Develop dashboards and reporting tools using multiple data sources including CRM, EPOS and digital analytics.
- Work cross-functionally with Marketing, Operations, Finance and Commercial teams to embed insight into decision-making.
- Manage external consumer research agencies and insight partners to ensure high-quality delivery and value.
Our Requirements:
- Previous experience in consumer insights, analytics, market research or strategy.
- Experience within FMCG, QSR or food retail environments preferred.
- Strong quantitative and qualitative research expertise.
- Experience managing research agencies and insight platforms.
- Ability to translate complex and multi-source data into clear, commercially relevant insight.
- Comfortable with PowerBI tool, CRM platforms, digital analytics tools and customer feedback platforms.
- Strong stakeholder management and influencing skills.
- Experience working in fast-paced, entrepreneurial environments.
- Commercially curious and outcome-focused.
- Strong analytical and structured thinking.
- Clear and confident communicator.
- Pragmatic and action-oriented.
- Comfortable working with ambiguity and driving clarity.
In return we provide:
- A great working environment.
- Pension scheme.
- Target Bonus.
- Refer A Friend Scheme.
- Free Sushi or hot food (vegan options available).
- 50% discount in our Branches.
- Employee Assistant Programme.
- Hybrid working model.
- Long Service Awards.
- Wagestream - a financial wellbeing benefit that lets you access your pay as you earn it in real time and manage savings.
- Life Assurance.
- Electric Vehicle Scheme through Octapus.
- Cycle To Work.
- Free on-site parking.
- A variety of discounts (shopping, food & drink, entertainment and health & fitness) through Perkbox.
- The opportunity to develop your skills within a growing company.
Our people make us who we are. Join a company where you'll have the opportunity to work for a growing company and build a real career. COME ROLL WITH US!
Customer Insights Manager in London employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insights Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
