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Customer Insight + Commercial Strategy Director, Slough
Client: Wagamama
Location: Slough, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views: 4
Posted: 31.05.2025
Expiry Date: 15.07.2025
Job Description:
At Wagamama, we’re an eating house for the soul. With over 165 UK restaurants and growing, our purpose is to nourish the world from bowl to soul. Inspired by fast-paced Japanese ramen bars since 1992, Wagamama is a celebration of Asian food brought to life.
We’re looking for an Insights + Commercial Strategy Director to join us on our journey of true nourishment.
Purpose
Be the voice of the customer, connecting all customer data to drive valuable insights and convert that insight into tangible actions. Ensure we deliver accelerated customer-led growth, enabling Wagamama to outperform the market. This role is also responsible for developing, in partnership with the Chief Marketing & Commercial Officer and the executive team, the 3-year growth strategies across five key areas, including leading our pricing and promotional strategies, and managing our out-of-restaurant commercial strategies and execution plans.
Key Responsibilities
* Be the voice of the customer by using customer data to drive our 3-year growth strategies aligned with key focus areas such as winning with families, being the first choice for groups, resetting our value proposition, promoting healthier/lighter options, and increasing share with loyal guests.
* Oversee all customer data and insights, including external sources, brand health tracking, market data, research, internal data, CRM, and loyalty data. Convert all data into insights and actions for the business and teams.
* Apply new technologies such as AI and social listening to enhance customer insight and business success.
* Co-create customer-led growth strategies, including menu growth and the commercial structure of the Soul Club loyalty program, to drive sustainable profitable growth over three years.
* Lead out-of-restaurant commercial growth, focusing on delivery (accountable for P&L for Deliveroo), retail, and future channels aligned with customer preferences.
* Coach, lead, and develop a high-potential team, providing inspiring leadership and fostering broad, future-forward thinking.
Requirements
* Senior experience in insight and strategy roles, with over 10 years in the industry.
* Experience leading insight teams and managing commercial growth partners, including delivery partners.
* Strong data storytelling skills and the ability to turn insights into actionable strategies.
* Commercially savvy with resilience and ability to manage multiple priorities.
* Excellent stakeholder management and influencing skills.
* Creative thinker who challenges the status quo.
* Confident in presenting and representing the Wagamama brand internally and externally.
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