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- Tasks: Lead customer insights to drive a customer-first culture and enhance business strategies.
- Company: Wagamama, a vibrant Asian-inspired restaurant chain with a focus on good food and good vibes.
- Benefits: Competitive salary, 20% bonus, hybrid work, £200 monthly food allowance, and private healthcare.
- Why this job: Be the voice of the customer and make a real impact on Wagamama's growth journey.
- Qualifications: 5+ years in data research, storytelling skills, and experience managing agency partners.
- Other info: Join a family-friendly culture with excellent perks and career development opportunities.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
london 📍 | hybrid 3 days a week | competitive salary + 20% bonus |
at wagamama, food is life 🥢 and we’re here to make every bite count. with over 165 restaurants across the UK (and growing fast) we’ve been dishing up vibrant, fresh asian inspired flavours since ‘92. it’s all about good food, good vibes, and good company 🍜🔥
were looking for a senior customer insight manager to join us on our journey 🌱 ready to dive in and stir things up?
what we need |
be the voice of the customer in the business, champion a culture shift from brand first to customer first. proactively drive customer led growth by always ensuring the voice of the customer is at the heart of any discussion and decision.the time is now to put our CRM and loyalty data at the centre of customer led approach and harness to dramatically step change the value of our CRM and loyalty program as a key value creator for the years ahead.
You will lead a team of two and lead and manage all our customer data and insight touchpoints from qual to quant effectively distilling data into critical insights and actions that drives wagamama to be a better business customer first in all that we do.you will be a master in story telling and influencing stakeholders across the entire business
what you’ll do |
team leadership + management:
- lead + manage the customer insight team to provide actionable insights from customer data
accountable for harnessing soul club data:
- own bloomreach data analysis and harness the data to ensure the CRM and loyalty team can create tailored and meaningful experiences that keep guests coming back
- you will be hands on bloomreaach supporting the CRM + loyalty analyst, driving segmentation, workflow integrations and event tracking
- Experimentation is the heart of leveraging data for business benefit at pace as a result you will be expected to lead A/B testing methodologies, confidence intervals, regression and attribution models and champion CLV, churn prediction and segmentation logic to fuel the CRM + loyalty growth strategy
lead brand health management:
- lead understanding of ours + competitor brand health, ensuring the drivers of brand health movements are fully understood and proposed actions shared with CMCO + customer insight + commercial strategy director ongoing
accountable for guest profiling + segmentation + voice of guest :
- lead guest segmentation and creation of customer avatars and launch into the business to ensure they are socialised and acted up across all restaurants
- own all customer insight touch points and convert this insight into tangible action for the business across ad hoc research, surveys, continuous research, soul club / CRM and reviews
- develop strategies to enhance reputation, service, experience, + food quality (e.g., responding to reviews, implementing ai tools)
- leading providing insight fuel and trends into the annual planning process
- lead Competitor – outside in perspective:
- lead quarterly competitor war gaming / workshops running for the marketing team providing tangible actions and insights of competitor strategies + actions that could impact wagamamas growth
- lead all ad hoc research
- design + implement ad hoc consumer research + surveys to capture the voice of the customer (voc) for various projects (quant + qual, f2f + digital methods)
what you’ll need |
- outstanding story teller with excellent presentation skills craft clear + persuasive narratives, + communicate insights + recommendations to stakeholders at all levels of the organisation
- 5+ years of experience across both continuous data and ad hoc research
- Proven track record of managing agency partners as an extension of the team
- proven track record in driving step change commercial results, skilled at converting data and insight into tangible action
what’s in it for you |
- competitive salary + 20% bonus potential
- hybrid working
- come as you are culture, with modern offices, fresh fruit and soft drinks
- £200 monthly wagamama food allowance — enjoy all your favourite dishes on us!
- private healthcare
- 3% pension contribution
- 25 days holiday plus bank holidays
- + further discounts across retail, hospitality & leisure — perks that make life sweeter
- Supporting you every step of the way! family-friendly pay: 26 weeks full pay + 13 weeks half pay for expectant or adopting parents
nothing brings people together like great food. no matter where you’re from or who you are, you’ve got a seat at our table | because food is the ultimate connector, and here everyone belongs
senior customer insight manager employer: Wagamama
Contact Detail:
Wagamama Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land senior customer insight manager
✨Tip Number 1
Get to know the company inside out! Research wagamama's values, culture, and recent news. This way, when you chat with them, you can show you're genuinely interested and ready to contribute to their customer-first approach.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Plus, it could give you an edge if they put in a good word for you!
✨Tip Number 3
Prepare for the interview by practising your storytelling skills. Think of examples from your past that showcase your ability to turn data into actionable insights. Remember, they want to see how you can influence stakeholders and drive customer-led growth.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the wagamama family and ready to stir things up in the customer insight space.
We think you need these skills to ace senior customer insight manager
Some tips for your application 🫡
Show Your Passion for Customer Insights: When writing your application, let your enthusiasm for customer insights shine through. We want to see how you can champion a customer-first culture and drive growth by putting the voice of the customer at the heart of everything we do.
Be a Storyteller: Craft your application like a compelling story. Use clear and persuasive narratives to communicate your insights and recommendations. Remember, we’re looking for someone who can influence stakeholders across the business, so make sure your writing reflects that skill!
Highlight Your Data Skills: Don’t forget to showcase your experience with data analysis and CRM systems. We need someone who can turn complex data into actionable insights, so be specific about your skills in A/B testing, segmentation, and any tools you've used like Bloomreach.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team at Wagamama!
How to prepare for a job interview at Wagamama
✨Know Your Customer Insights
Make sure you’re well-versed in customer insights and data analysis. Familiarise yourself with the latest trends in CRM and loyalty programmes, as well as how to leverage data for business growth. Be ready to discuss specific examples of how you've used data to drive customer-led strategies.
✨Master the Art of Storytelling
As a senior customer insight manager, storytelling is key. Prepare to present your insights in a clear and engaging way. Think about how you can craft narratives that resonate with stakeholders at all levels, showcasing your ability to influence and drive change within the organisation.
✨Showcase Your Leadership Skills
You’ll be leading a team, so highlight your leadership experience. Be prepared to discuss how you’ve managed teams in the past, particularly in driving actionable insights from customer data. Share examples of how you’ve fostered a culture of collaboration and innovation.
✨Prepare for A/B Testing Discussions
Since experimentation is crucial for this role, brush up on A/B testing methodologies and be ready to discuss your experience with them. Talk about how you’ve implemented testing strategies in previous roles and the impact they had on customer engagement and business outcomes.
