itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading wholesale business across Europe and beyond. Renowned for its delicious food made fresh in every shop, every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its best-is-class food, latest technology, innovation, and talented workforce, itsu is the future of fast food. 

scope of the role

A key member of a dynamic marketing team, you live & breathe the customer and are committed to ensuring that our best in class customer service is delivered consistently across all channels. You champion the customer inside the business, bringing actionable insights to the table and are constantly looking for ways that we can improve what we do for our customers.

main responsibilities

• Ensure itsu’s customer responses are world-class, open, honest and timely across all touchpoints, including social and online reviews on third-party platforms
• Own the online Contact Us portal and the customer experience from problem or query through to speedy response and resolution
• Own reactive customer communications, replying to customers in a timely, informative and engaging way (email, social, other) that retains customers and builds brand love
• Work with the digital team to improve online customer comms to provide answers earlier in the customer journey, including updating sustainability milestones and sourcing information.
• Work with key stakeholders including operations, safety team and itsu [grocery] to ensure customer responses are consistent and timely
• Work collaboratively with stores and other departments to investigate and solve issues, identify and implement improvement in processes and drive long term business change
• Create customer comms briefs for each project or campaign launch to help teams understand how the customer will be affected, including Q and As for stores and call centre resource
• Define customer complaint resolution guidelines and monitor financial compensation for customers
• Bring the customer voice to life through feedback reporting and customer insight projects, including regular One Pulse surveys
• Develop a tone of voice for customer engagement across different touchpoints, including social media responses
• Build an itsu information bank where all information is stored and tracked, and processes are documented
• Copywriting support to ensure comms are customer-focused and resonate
• Support the wider marketing team as necessary on customer comms and campaigns

the ideal candidate

• At least 2 years previous experience in customer communications role [incl. internship]
• Great levels of confidence
• Excellent copyrighting skills
• Makes decision and take initiative
• Shine at problem-solving
• Great organisational and prioritising skills

You put people at the heart of everything you do by displaying the 4 itsu qualities:

•             I take pride [in what I do]

•             I genuinely care [for people]

•             I want to grow [myself & others]

•             I build trust [around me]

things we like

Listeners, empathisers, commercial thinkers, humble individuals, challenging minds, critical friends, collaborators, creatives, those who have people at the forefront of their mind, those who are themselves, inclusive and who strongly stand for integrity & equality.

perks and benefits

• Private medical insurance
• Company pension scheme 
• Group income protection
• Life assurance
• Health cash plan
• Employee assistance program
• Critical illness scheme
• Food allowance 
• Discounts at major retailers
• Cycle to work scheme