Distillery Consumer Experience Manager

At Suntory Global Spirits, we craft spirits of the highest quality and deliver brilliant experiences to people around the world. Suntory Global Spirits has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Suntory Global Spirits is a place where you can come Unleash your Spirit by making an impact each and every day.

What makes this a great opportunity?

Maker's Mark Bourbon is the embodiment of the entrepreneurial spirit. Our founders, Bill Sr. and Margie Samuels, embarked on a deliberate mission to create a bourbon they would proudly share with their neighbors, family, and friends. In the early 1950s, they burned their old family whisky recipe and meticulously crafted every detail of their bourbon. One of their iconic decisions was to hand-dip every bottle in the now-famous red wax. Since then, our commitment to their vision has remained unwavering. We continue to craft our bourbon with purpose and consistency, striving to create remarkable experiences for fans worldwide.

At Maker's Mark, we are committed to upholding our founders’ vision while setting the brand up to achieve our global ambition. We will do so by thoughtfully expanding our international footprint through premiumization of our brand experiences, embracing purposeful innovation, and building our brand to be a powerful force for good

Role Responsibilities

• You will oversee the Tour Team schedules, publish them on a regular basis and manage any changes needed to ensure adequate coverage for daily experiences onsite – this includes both the rotational work schedule for each team member plus the daily schedules outlining everyone’s specific role for each day
• Manage and approve all bourbon specialist's timecards, while working with Senior Manager to approve overtime while staying within budgetary restrictions.
• Assist in the development of any future staffing plans or changes including leading the hiring process for new Bourbon Specialists
• You will be the leader in ensuring that the Home Place is a welcome and inviting place with the highest expectation of service, being the primary point of contact at the Homeplace Desk
• Develop an annual 6 week training program and maintain continuing education of Bourbon Specialist Team
• Monitor the demand for the Ambassador program against the material assets and ensure that each Ambassador receives the same care and attention
  
  
  

Role Responsibilities cont.

• You’ll assist leadership with special requests for booking experiences
• Ensure that all channels of customer contact are monitored and answered in a timely manner (Phone, Email, Anyroad)
• Monitor NPS Scores and feedback regularly and work with Senior Manager to address situations that negatively affect the customer experience, and reward those with a positive effect
• Be the primary point of contact for large groups, tour operators, etc.
• Develop and maintain a well-respected employee acknowledgement program with the leadership team
• Be the primary point of contact with Anyroad, staying up to date with software changes and assigning team members to all active bookings. Also working closely with our account manager and the support team to communicate any specific errors that come up in the program
• Complete a daily tour path walk-through and weekly safety check and communicate any needs to management in a timely manner
• Ensure all tour materials are well-stocked and readily available for the team to access (tickets and Ambassador materials). This includes ordering of materials
  
  
  

Qualifications

• Minimum 3 years successful operations and marketing experience in the Spirits industry
• Highly energetic and motivating person – capable of building and championing Beam Suntory’s VIP hospitality vision
• Strong organizational and problem-solving skills with the ability to prioritize workload and manage multiple tasks
• Ability to work under pressure, balancing multiple projects in a fast-paced environment
• Extremely strong communication (written and oral)
• PC application proficiency in the areas of Microsoft Excel, Outlook, PPT and Word
• Understanding of spirits industry business acumen including knowledge of the three-tier system
• Proven self-starter with a track record of driving results
• Education- College Degree Required
  
  
  

At Suntory Global Spirits, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Suntory Global Spirits is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.