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 40 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 Sainsburys. After several years of great success there, the grocery business expanded launching into Tesco in September 2022. Wasabi has now firmly established itself as the No2 chilled ready meal brand and a driver of significant market growth. 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 our next phase of growth and innovation, we have an incredibly exciting opportunity for a Customer Experience Manager to join our Marketing Team based in Park Royal. Please note that this is a part-time role (3 days per week) and it's a 3 month fixed term contract.

The Role:

We're looking for a hands-on Customer experience manager to take ownership of customer feedback,

complaints and enquiries across our restaurant and grocery channels. This is an operational role focused on

ensuring customer issues are responded to promptly, investigated thoroughly and resolved effectively.

You'll be the key link between our customers and internal teams, helping us deliver a consistently great

experience while identifying recurring themes and opportunities for improvement.

Key Responsibilities:

Manage customer feedback and complaints across multiple channels, including email, reviews, surveys and feedback platforms across both Restaurant and Grocery.
Respond to customer enquiries and complaints in a timely, professional and brand-appropriate manner.
Investigate customer issues and work closely with Operations, Food, Technical, Supply Chain and Marketing teams to drive effective resolution.
Track and manage customer cases through to completion, ensuring timely follow-up and a positive customer outcome.
Maintain customer service inboxes and feedback systems, ensuring all cases are accurately recorded and managed.
Manage relationships with external customer feedback and survey providers, ensuring platforms are optimised, insights are effectively captured and service levels are maintained.
Act as a key voice of the customer within the business, championing customer needs and ensuring feedback is shared with relevant stakeholders.
Build strong cross-functional relationships to drive collaboration and effective communication.
Review and improve existing customer care and complaint handling processes.
Help develop a clear customer care framework, including response standards, escalation routes, ownership and ways of working across teams.
Create a seamless end-to-end customer care framework that delivers a consistent, brand-aligned experience, helping turn customer feedback into positive moments that build trust and loyalty.
Identify recurring customer issues, trends and opportunities for improvement.
Produce regular reporting on customer feedback themes, complaint volumes and key customer experience metrics.
Escalate significant customer issues, emerging trends and business risks where required.

Our requirements:

Previous experience in customer care service/ experience
Experience within QSR, food retail or FMCG environments preferred
Experience managing customer feedback platforms
Ability to translate data into clear relevant insight
Excellent written communication skills with strong attention to detail.
Highly organised and able to manage multiple priorities and stakeholders.
Comfortable working independently and taking ownership of customer issues.
Strong stakeholder management and influencing skills
Outcome-focused and structured thinking
Clear and confident communicator
Pragmatic and action-oriented
Comfortable working with ambiguity and driving clarity
Proactive, hands-on and solutions-oriented
Have a real ‘can do attitude’ and prepared to get their hands "dirty" to make a difference in an exciting and fast-growing business.

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
Long Service Awards
Stream - a financial wellbeing benefit that lets you access your pay as you earn it in real time and manage savings
Life Assurance
Cycle To Work
Free on-site parking
A variety of discounts (shopping, food & drink, entertainment and health & fitness) through Perkbox
Online GP service via Perkbox and
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!