Customer Insights Manager

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 and in 2019, we introduced Wasabi Home Ben to the grocery channel , launch ing 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 and 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! TPBN1_UKTJ