Customer Insight + Commercial Strategy Director

JR United Kingdom; London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading company in the restaurant sector seeks a Customer Insight + Commercial Strategy Director to drive growth through customer insights and strategic initiatives. The role involves leading a team, managing commercial strategies, and enhancing customer engagement across various channels.

Qualifications

• Over 10 years of experience in insight and strategy roles.
• Experience leading an insight team.

Responsibilities

• Drive customer-led growth strategies and oversee customer data.
• Manage commercial aspects of the Deliveroo business.

Skills

Stakeholder Management

Data Storytelling

Commercial Strategy

Leadership

Job description

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Customer Insight + Commercial Strategy Director, London

Client:

wagamama

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Views:

3

Posted:

16.05.2025

Expiry Date:

30.06.2025

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 a 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 to ensure accelerated customer-led growth. This role is also responsible for developing, in partnership with the Chief Marketing + Commercial Officer and the executive team, the 3-year growth strategies against five key battle grounds, including leading pricing and promotional strategies and managing our Out-Of-Restaurant (OOR) commercial strategies and execution plans to ensure Wagamama continues to outperform the market through customer-led thinking.

Be the voice of the customer

• Use customer insights to drive 3-year growth strategies aligned with key focus areas such as winning with families, being the first choice with groups, resetting value propositions, promoting healthier/light options, and increasing share with loyal guests.
• Oversee all customer data and insights from external sources, brand health tracking, market data, ad hoc research, internal data, CRM, and Loyalty data, ensuring all strategies prioritize the customer and translate data into actionable insights.
• Apply new technologies like AI and social listening to enhance customer insights and business success.

Co-create customer-led growth strategies, including menu growth and the commercial construct of Soul Club

• Partner with senior leadership to define the commercial structure of the Soul Club loyalty program, aimed at driving sustainable profit growth and supporting LFL growth over three years.

Lead out-of-restaurant commercial growth with a focus on delivery

• Manage the commercial and P&L aspects of the Deliveroo business, which accounts for 20% of revenue.
• Develop strategies for other growth channels beyond delivery, including retail and future customer engagement avenues.

Coach, lead, and develop the team

• Mentor and grow a high-potential team.
• Provide inspiring leadership and foster a future-forward mindset.

Requirements

• Senior leader with over 10 years of experience in insight and strategy roles within the industry.
• Experience leading an insight team and being insight-led.
• Commercially savvy with the ability to manage multiple priorities and demonstrate resilience.
• Excellent stakeholder management and influencing skills.
• Strong data storytelling skills, capable of transforming multiple data sources into meaningful business actions.
• Experience managing commercial growth partners, ideally including delivery partners.
• Creative thinker with a challenge-the-status-quo mindset.
• Confident in presenting and representing Wagamama in various forums.