Communications & Insight Specialist at JFE Franchising Inc – Houston, Texas

Who are we:

Wonderfield Houston (“JFE Franchising, Inc.”, “the Company”) is part of the Wonderfield Group which includes the YO! Taiko, Bento, Zenshi Sushi, and SNOWFOX/SNOWFRUIT brands – we operate more than 1500 kiosks, and 60 restaurants, our grab-and-go sushi is

available in over 3,700 locations and we have 50 major retail partners. Our key markets are the USA, Canada, and the UK with additional

geographic presence in Europe and Australia.

Our Wonderfield Houston brands are:

Our Purpose:

We Believe in Better Food for Everyone, The Japanese Way…

We continue to capitalize on consumer trends, spearheading category growth by bringing our proposition to more people around the

world across more channels, in more locations, on more occasions, and in more innovative ways. We are committed to purposeful

progress and profit for the benefit of our people, our communities, and our planet and we have a clear ESG strategy that delivers progress

against nine UN sustainability development goals.

Our Values:

Own it

We are accountable and make no excuses - We always look to improve. We take the initiative and are courageous and confident.

Care about it

We do the right thing, avoiding unnecessary shortcuts- We act with integrity and respect our communities, people, and our planet.

Make it Exceptional

We build relationships and make people smile- We say thank you - We’re positive and kind

Win Together

We’re open-minded and inclusive. We communicate clearly. We take time to look out for others and celebrate the good stuff.

Overview of the role

The Communications & Insight Specialist serves as both the front-line voice of the brand and the voice of the customer within the organization. This hybrid role blends real-time consumer engagement with data-driven insight generation to enhance customer experience, inform strategy, and support commercial growth.

Reporting to the Senior Marketing Manager, this position is structured across three core areas:

• Consumer Engagement (50%)
• Consumer Insights & Analytics (40%)
• Internal Communication & Coordination (10%)

The ideal candidate is an empathetic communicator and analytical thinker who can translate customer interactions and complex data into actionable business recommendations.

At Wonderfield Houston, you’ll join a dedicated team passionate about franchises and customer success. You will have room to

grow—consider it leveling up in your career journey!

Key Accountabilities

• Respond promptly and professionally to consumer inquiries, direct messages, and online comments across social and web platforms.
• Monitor and manage online reviews (e.g., Facebook, Uberall), ensuring consistent brand voice and timely issue resolution.
• Build positive relationships with customers to strengthen trust, loyalty, and brand perception.
• Address customer concerns and retailer claim with professionalism, empathy, and follow-through.
• Identify recurring feedback trends and escalate insights to support continuous improvement.
• Analyze data from platforms such as Vypr, Power BI, Lumina Intelligence, and CACI to uncover consumer behaviors, trends, and growth opportunities.
• Combine qualitative feedback from customer interactions with quantitative data for a holistic view of the consumer.
• Develop dashboards, reports, and presentations that translate insights into clear, actionable recommendations.
• Support innovation, pricing, promotions, and menu development through data-driven insights.
• Track and evaluate KPIs related to engagement, customer satisfaction, and sales performance.
• Integrate third-party research and retailer feedback to validate findings and strengthen recommendations.
• Act as a liaison between Marketing, Operations, QA, HR, and external partners to ensure timely resolution of customer and retailer issues.
• Prepare and distribute internal communications, including monthly recognition messages and company updates (via Microsoft platforms).
• Coordinate and send monthly franchisee communications related to retailer updates (via Constant Contact).
• Share key customer insights and trends with stakeholders to support informed decision-making.
• Deliver monthly reports on engagement metrics, claims, and key insights.
• Ensure consistent documentation and alignment across cross-functional teams.

What you’ll need

• 2–4 years of experience in customer engagement, social media management, consumer insights, or marketing analytics.
• Excellent written and verbal communication skills with strong attention to detail.
• Experience with social media platforms and reputation management tools (e.g., Uberall, Sprout Social).
• Proficiency in data analysis and visualization tools (e.g., Power BI or similar).
• Ability to synthesize qualitative and quantitative data into actionable insights.
• Strong organizational and multitasking skills in a fast-paced environment.
• Collaborative, proactive, and solution-oriented mindset.
• Experience in food service, retail, or hospitality industries preferred.
• Familiarity with consumer insight platforms (e.g., Vypr, Lumina, Nielsen, CACI) preferred.
• Experience working cross-functionally with marketing, operations, and product teams preferred.
• Basic knowledge of SQL, advanced Excel, or statistical analysis preferred.

Key Attributes

• Customer-centric: Champions the voice of the consumer.
• Data-driven storyteller: Turns insights into compelling, actionable narratives.
• Empathetic communicator: Engages with professionalism and care.
• Strategic thinker: Connects engagement and insights into business outcomes.
• Collaborative: Works effectively across teams and departments.
• Detail-oriented & organized: Ensures accuracy, consistency, and follow-through.
• Success in This Role Will Look Like
• Consistently high-quality, timely responses that enhance customer satisfaction and brand perception.
• Regular delivery of actionable insights influences marketing, product, and commercial strategies.
• Improved online ratings, engagement metrics, and overall customer sentiment.
• Faster, more effective resolution of customer and retailer issues through strong internal coordination.
• Recognition as a trusted expert in both customer engagement and consumer insights.

What’s in it for you?

Wonderfield Houston is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is made available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.