Group Assistant Customer Insights Manager

About Tam Jai International Co. Limited  

We are one of the leading restaurant groups in Hong Kong, rapidly expanding our network to over 240 stores across various markets, including Mainland China, Singapore, Japan, Australia and Malaysia, with plans to enter the Philippines. Our distinguished brand portfolio comprises of TamJai Yunnan Mixian（譚仔雲南米線）, TamJai SamGor Mixian（譚仔三哥米線 ）, TamJai Mixian（譚仔香港米線）, as well as Marugame Seimen and Yakiniku Yamagyu through franchise and licensing in Hong Kong. 

Join the Team: Spice Up Your Career with TJI 

TJI’s vision is to spice up every city and all walks of life with unique flavors, and we need the right talents to accomplish this vision together in our thriving and dynamic environment. 

Why TJI? 

Like our signature “Tam Jai Taste,” we believe in pushing boundaries, celebrating innovative combinations, and making a positive impact on society. With TJI, you’ll find endless growth opportunities and participate in continuous expansion plans to new cities. Be part of a team of like-minded professionals who value your unique talents and ideas, and experience fulfilment through personal development that contributes to a purpose-driven mission that makes a difference. 

If you’re eager to be part of a passionate and like-minded team, apply now and start to spice up your future with TJI. 

Responsibilities:

Voice of Customer & Survey Management

• Monitor Customer Satisfaction: Track and analyze key customer metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) across all dining and digital touchpoints
• Survey Execution: Support the end-to-end process of conducting quantitative customer surveys. This includes questionnaire design, audience targeting, distribution, and response tracking
• Feedback Analysis: Deep-dive into survey results and direct customer feedback to evaluate satisfaction regarding our service quality, restaurant ambiance, and specific F&B menu items

Social Media Listening & Trend Analysis

• Social Monitoring: Collect and analyze customer comments, reviews, and feedback across various social media platforms, review sites and digital channels
• Trend Identification: Keep a pulse on emerging F&B trends, viral food moments, and shifting consumer preferences by analyzing social media data and broader market sentiment
• Sentiment Analysis: Categorize and measure brand sentiment, quickly flagging potential customer service issues or operational bottlenecks to the relevant teams

Data Analytics and Actionable Insights

• Insight Generation: Synthesize complex data from multiple sources (surveys, CRM data, social media) into clear, compelling, and actionable insights
• Reporting: Create and maintain dynamic dashboards and regular reports for senior management, marketing, culinary, and operations teams to highlight what we are doing well and where we need to improve
• Strategic Support: Assist the CRM Analytics Manager in developing data-driven strategies to improve customer retention, loyalty program engagement, and overall brand affinity

Requirements:

• Degree in Business Administration, Marketing, Data Analytics, Statistics or any related disciplines
• A minimum of 5 years’ experience in data analytics, customer insights, market research, or a similar role
• Experience in the F&B, Hospitality, or Retail industry is highly preferred.
• Proficient in data analytic tools such as SQL, Python, or text analytics tools for processing unstructured feedback
• Proficient in data visualization and BI tools (e.g., Google Looker Studio, Power BI)
• Experience with social listening and analytics platforms (e.g., Meltwater, Mention) to consolidate mentions, sentiment, and reviews from social media
• Strong knowledge of quantitative and qualitative research techniques and methodologies
• Strong analytical mindset with the ability to translate raw data into strategic business narratives
• Excellent written and verbal communication skills with the ability to present complex data in a simple, storytelling format to non-technical stakeholders
• High attention to detail and a genuine passion for food, dining experiences, and customer service
• Understanding Hong Kong consumer behavior and digital landscape is a plus
• Good command of English and Chinese

We offer competitive salary, on-the-job development program and rewarding career opportunities for ambitious individuals who are looking for challenges. If you aspire to an exciting and rewarding career, send your resume immediately with your present and expected salary. 

(All personal data collected will be used for recruitment purpose only.) 

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