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Founded in 2003 by Dong Hyun Kim, his mission was simple, to make fresh and flavorsome sushi and bento available to everyone. Almost 20 years later Wasabi have 43 successful branches across London, other UK major cities and New York.

The journey continued in 2019 with the launch of Wasabi Home Bento exclusively into Sainsbury's through the future brands scheme. Now two years into this journey the business has broken all records, Wasabi are not only the fastest growing ready meal brand but also ready meal brand in the market. And we're just getting started. The leadership team have set out their 5 year strategy which encompasses company growth, franchise and international expansion.

Our menu is renowned for its distinctiveness, freshness and flavour. The cold food range of sushi, pokes and salads are made fresh daily in our branch kitchens and our hot bento, noodle bowls and soups offer an indulgent and comforting alternative to our broad and democratic demographic.

As we prepare for out next phase of growth and innovation, we have an incredibly exciting opportunity for a enthusiastic and motivated Customer Service Manager based to join our Marketing Team in Park Royal.

The Role:

This role will be instrumental in helping deliver our priorities for growth -helping build a trusted and loved brand, helping drive continuous business improvement, and driving loyalty with our customers across all sales channels.

Key Responsibilities:

The successful applicant's topline responsibilities will be to:

Ensure strong cross departmental communication to ensure alignment of all relevant stakeholders

Manage agency relationships ensuring Wasabi customer service is best in class

Identify business opportunities based on insight and lead internal teams to activate against these

Respond to customer service issues in a timely and effective manner

Manage the Customer Services budgets

Analyse customer data to ensure decisions are based on insight

Be seen as the expert in the organization for Customer Services across our store experience, delivery and Grocery channels

Foster a sense of one team and ensure all relevant team stakeholders are aligned

Demonstrate an ability to work collaboratively, building validated working relationship with key internal departments

Identify and project manage key initiatives to develop our customer service

Maintain and optimize effective customer service procedures, policies, and standards - for example Crisis Management processes

Lead the day-to-day management of the customer service department - including contacts from multiple channels and sources (for example direct contacts to us via website, phone and post, social media mentions, delivery channel customer reviews, Google reviews, direct to branch contacts, Grocery channel reviews and contacts)

Represent the voice of the customer- help improve how we operate as a business, interpreting customer feedback into clear, actionable insight

Build Trust- reinforce our company values and brand and strengthen the way customers and other stakeholders view our company, products and services

Drive penetration- help drive word-of-mouth referrals from current customers

Drive customer retention strategy- build loyalty amongst our customer base, helping to drive a positive experience with each of our customers and with every interaction

Our Requirements:

Relevant, experience in a similar Customer Services Manager position

Strong experience of Customer Services platforms

Experience in hospitality/food/retail

Strong written and verbal communication skills

Ability to craft copy for communication

Experience in Grocery channel customer service management

Comfort and experience working in a fast paced and changing working environment

Ability to demonstrate genuine initiative, drive and ownership

Strong project management skills and attention to detail

Strong analytical skills

Good knowledge of Microsoft Word, Excel and PowerPoint

In return we provide:

A great working environment

Refer A Friend Scheme

Staff meals on shift

A variety of discounts (shopping, food & drink, entertainment and health & fitness) through Perkbox and

Other incentives with the opportunity to develop your skills within a growing company

Our people make us who we are. If you're looking for an exciting challenge and this sounds like the job for you please apply today as we can't wait to hear from you.

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