The Artisanal Spirits Company

The Artisanal Spirits Co (ASC)

ASC is building a premium, direct to consumer, high growth, high margin, global spirits group. At its core, ASC is driven by the Scotch Malt Whisky Society (SMWS), supported by additional brands.

Our company believes in doing things differently. We own SMWS, which was established in 1983 and has grown from serving a small group of whisky enthusiasts in Edinburgh to being the world’s leading whisky club, with a worldwide community of over 39,000 passionate members.

In 2021 we launched JG Thomson & Co, a new brand focused on offering an adventurous and exceptional range of small batch blended spirits. We also have plans to take advantage of opportunities in the sizable and fast-growing American whiskey market.

Our international development continues as a significant success story for ASC and remains a clear area for growth alongside the long-established UK market. We now operate in more than 20 countries, including Australia, China, Japan, Germany, Canada and the United States.

We believe that our business model is unique because we focus on offering world-class single cask, single malt products that delight premium spirits drinkers globally, as well as exceptional small batch blended whiskies and spirits. Our soul has long been inspired by pioneering people with big dreams and bold plans. We seek out whisky and spirits in their purest form, and prize flavour above everything!

Purpose of the role

The Member Services team is the backbone of our operation for members throughout the UK and EU. It handles membership and product queries and supports the sale of whisky and ticketed experiences by tailoring services and recommendations to the needs of the members.

The Membership Services Manager will lead team to ensure that communication to members is delivered seamlessly and professionally, and that enquiries are dealt with efficiently across multiple channels including online, email, phone and social media. The Membership Services Manager will liaise with other business units including Marketing and Commercial to ensure Member Service activities are contributing to the wider goals of the business, and to find ways in which the team can support on a diverse range of projects.

We intend for Member Services to enhance members’ experience by offering sound advice based on whisky knowledge and passion for the brand. Whisky knowledge is desirable but not a prerequisite for the role, however the Membership Services Manager will be responsible for ensuring the necessary skills and knowledge reside collectively within the team.

Key Responsibilities

Above all: ensure that we provide the highest levels of service to our members in line with our brand mission, encouraging members to feel part of the world’s most entertaining whisky club.

LEADERSHIP FOCUS

Together with our Head of Experience: set the vision and strategy for Member Services.

Continuously monitor how the team are delivering for our members: live reporting and feedback that highlights risk, and helps us make decisions and set course for what we do.

Work with our Tech and systems teams to transform and modernise the Member Services process, keeping in-step with industry best practice.

Create a thriving culture within the team through strong people management and individual performance management ensuring development of team is central to strategy.

Be an expert in SMWS products with great industry knowledge to educate and inspire our team to deliver the highest levels of service.

MEMBERSHIP FOCUS

Leadership and management of the team to:

Serve as a point of contact for information, promotions and member opportunities.

Onboard and welcome new members to The Scotch Malt Whisky Society.

Be proactive to encourage member engagement with relevant products and experiences.

Re-engage with members who haven’t activated or renewed their membership yet, and those that may need encouragement to spend time with us.

Listen to and act upon members feedback and questions: drawing in colleagues and expertise from other areas of the business to make improvements as required.

Be the fixers and problem solvers for members: relish the opportunity to take a complaint and turn it into a positive moment.

Work with business unit colleagues to identify and deliver surprise and delight moments throughout the year to acknowledge members and make them feel valued.

Drive Member Services to become the experts and ‘go to’ for whisky questions, knowledge on upcoming bottles and releases, experiences, partner bars and ‘all things Society’.

Work strategically and collaboratively with other departments where required on projects that involve member experience.

SALES FOCUS

Take ownership and contribute to increase sales through;

Member satisfaction.

Communicating and promoting our products and offers.

Personal shopping service to high net worth members.

Additional service for specific requests, samples, detailed bottle searches.

Liaising with logistics team on processing and trouble shooting of orders.

Liaising with external dispatch and courier service providers for customer orders and ad hoc shipment of stock within the business.

Experience

  • Considerable experience in customer service (ideally membership type of environment) at manager level.
  • Analytical thinking and strategic planning: ability to set the vision for the team and bring about change to move them closer to their goals.
  • People management.
  • CRM or similar system and website management experience (knowledge of NetSuite and/or Big Commerce would be advantageous).
  • Computer literate (MS Teams, Excel, and Word).
  • Competencies
  • Motivates and empowers others, providing them with a clear direction.
  • Contributes to strategic planning for the team and delegates tasks appropriately.
  • Deals with ambiguity positively, making use of the opportunities it presents.
  • Flexible and proactive approach to changing circumstances.
  • Provides staff with development opportunities and coaching.
  • Adapts interpersonal style to suit different situations and builds team spirit.
  • Establishes good relationships with customers and staff.
  • Manages conflict positively.

To apply for this job please visit www.linkedin.com.