Confidential
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.
COME ROLL WITH US
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.
COME ROLL WITH US