The Artisanal Spirits Company

We are looking for a team leader who is ready to take steps into a management role with increasing autonomy and a real opportunity to make change and take ownership of the whole process. A customer services champion who relishes the opportunity of working with multiple stake-holders across the business to deliver best-practice service to our members. An energetic, dedicated and inclusive leader, with a member-first approach to their role. A whisky enthusiast would be a bonus!

 

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.

Must have’s for this role

Ability to evaluate how the team are delivering for our members, including live reporting and feedback that highlights risk and helps us make decisions and set course for what we do.

Ability to competently work with our Tech and systems teams to transform and modernise the Member Services process.

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

Serve as a source of truth for information, promotions and member opportunities.

Be an expert problem solver for members: relish the opportunity to take a complaint and turn it into a positive moment ensuring member satisfaction is front and centre always.

Desirables for this role

  • Great industry knowledge to educate and inspire our team to deliver the highest levels of service.
  • Leadership and management of the team to:

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

– Proactively encourage member engagement with relevant products and experiences.

– Re-engage with members who haven’t activated or renewed their membership yet.

– 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.

  • The drive and ability to enable 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’.
  • Ability to work strategically and collaboratively with other departments, teams and stakeholders

 

 

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 troubleshooting 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 change management
  • Adapts interpersonal style to suit different situations and builds team spirit.
  • Establishes good relationships with customers and staff.
  • Manages conflict positively.

 

Benefits

Staff bottle allocation

At the start of each tax year (April) you will receive up to £500 retail value to spend on bottles at our venues for you to explore and enjoy our marvellous liquid.

SMWS Staff Membership

All of our employees automatically become members of The Scotch Malt Whisky Society, the worldwide whisky club with over 40,000 members who treasure flavour and the joy of shared experiences with whisky in its purest form.

Private Medical Care with Aviva

All employees at ASC have the option to opt in to this benefit from day 1 of employment. We pay the premium, and the you must pay the ‘benefit in kind’. Cover for family is not paid by ASC, however you can add them onto your policy at your own cost, paid through monthly salary payment.

Group Life Insurance (Death in service)

Upon completion of 12-month service with the company this benefit provides insurance to cover a lump sum benefit to the employees named recipient in the event of their death.

Discretionary bonus scheme

The ASC Bonus Scheme is an annual, non-contractual benefit that allows our people to take part in the success of our company.

34 days holidays inclusive of statutory days

Unless your contract of employment states otherwise, full time staff are entitled to 34 days holidays per year at ASC. If you are part time, your annual holiday allowance will be pro-rated.

30% off bottles and drinks at SMWS

Whether visiting venues for food and drinks or to purchase bottles, all employees at ASC will receive 30% off their bill.

Income protection and critical illness cover

After 12 months service, employees with eligible conditions who are off work for 6 months and longer receive 66.7% of their base salary until they are fit to come back to work or reach the retirement age.

Bike to work scheme

This benefit scheme offers our employees the opportunity to save up to 43.25% on the cost of bicycles and/or safety equipment.

Electric car scheme

Workplace Nursery scheme

Our workplace nursery scheme is run by Enjoy Benefits and allows you to pay for your nursery fees before tax and NI deductions on your monthly salary (salary exchange), meaning you can save on the total cost of your monthly childcare.

Employee Assistance Programme with Health Assured

An EAP is a confidential employee benefit designed to help you deal with personal and professional problems that could be affecting your home life or work life, health, and general wellbeing.

Our EAP service provides a support network that offers expert advice and guidance 24/7, covering a wide range of issues.

Auto-enrolment pension scheme

The Company offers an auto-enrolment pension scheme with Peoples Pension and follows the Government Legislative requirements at all times.

Salary exchange pension scheme

Salary exchange pension schemes are a tax efficient way for employees to pay into their workplace pension. They can help you increase your take home pay by lowering your tax and National Insurance contributions. Our scheme is run through Husky, as as with the Auto-enrolment scheme, our workplace pensions are with The People’s Pension.

Charitable Giving and Volunteering

We know that many of you have a causes that you are very passionate about, as a result we will match any fund raising you carry out up to £200 per year per staff member. We give every employee an additional day volunteering leave each year, for you to be able to physically support a charity or volunteering activity of your choice.

Birthday voucher

As a small token from us, each employee receives a £25 high street voucher on their birthday each year.

Annual Staff Party

Long service award gift and celebration

In recognition of employees length of service ASC offer milestone rewards such as vouchers and extra annual leave, from 5 years, right up to 20 years service.

The 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!

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