Senior customer insight manager

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