Communications & Insight Specialist

JFE Franchising Inc•Houston, TX

10h•Hybrid

About The Position

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!

Requirements

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.

Nice To Haves

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.

Responsibilities

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.