Member Services Executive - Edinburgh, United Kingdom - The Scotch Malt Whisky Society

Description

Job Title:
Member Services Executive


Reporting to:
Member Services Manager


Location:
The Vaults, 87 Giles Street, Edinburgh EH6 6BZ


The Company
The Scotch Malt Whisky Society (SMWS) is an organisation that was formed from the unconventional.

We think _a little bit differently _and have made it our mission to build our whisky community by offering a valuable membership experience that attracts and inspires involvement.

We host the world's most colourful whisky experiences, bringing members together and having fun along the way. SMWS is recognised for its award-winning whiskies and unique and playful approach.

Today, we are expanding like never-before, as the enjoyment of single malt grows globally, and whisky drinkers are looking to learn and explore different experiences.

As unconventional experts, any whisky drinker will find themselves in good hands as a member of The Scotch Malt Whisky Society.

The Society's mission is to grow our membership while ensuring everyone appreciates a sense of belonging to a like-minded community of whisky lovers.

That pioneering and challenging spirit continues to guide the Society in everything we do, bringing like-minded whisky lovers together to appreciate whisky in its purest form.

We are now renowned as the world's leading whisky club, bringing an international community together to share in a constant variety of exceptional and multi award-winning single cask whiskies, enjoyed at colourful whisky tastings, festivals and events.

The Scotch Malt Whisky Society (SMWS) operates a direct-to-member channel in UK and EU. This channel has the largest SMWS community with significant growth and best practise potential.

The Member Services (Dram-Cierge) department is the central hub for members throughout the UK and EU looking to purchase whisky, handle membership queries and purchase tickets to events.

The team manages the journey new members take from when they join, to their first experiences with the Society and throughout the life with us.

The service the team provides reflects our unique brand and our values of offering an experience that is based on being expert, playful, unconventional and inclusive.

Purpose of the role

This role will support touchpoints the members have with the Society and ensure their activation and continued development is quick and seamless and based on the members interest.

Key Responsibilities
Membership Focus.

Assist with all Membership inquiries and sales.

Assist members with renewal process.

Assist with Membership activation.

Ensure product knowledge is up to date.

Troubleshoot member issues as they arise and provide effective solutions.

Sales Focus.

Assist with whisky, spirit, tasting events and POSM sales.

Ensure products are on sale as per monthly outturn plans and agreed additional sales activity.

Deal with order delivery issues and troubleshoot other issues.

Whisky and Spirits Focus.

To ensure current and up to date knowledge on product development in the Society so that members questions can be dealt with in an efficient manner.

Know where information is available to share with members and others.

Have current knowledge of whisky industry developments.

Daily tasks to process all sales coming through the Services team for UK and EU.

Support team members from other departments where required on an administrative level to ensure these areas of the business perform to plan.

Day to day - Office Duties

Daily tasks to process all sales coming through the Membership Services team for UK and EU

Tasks relating to annual and monthly administration for membership.

Liaise with our warehouse for dispatch (Masterton Bond) and external couriers (DPD/DHL) to ensure customer needs are met.

Liaise with Finance team for compliance on export to mainland Europe.

Work with other departments to expedite ad-hoc requests with regards to shipment of stock (liquid, POSM and documentation) to support wider business development.

Ensure support for wider business where required to ensure growth and development projects are implemented efficiently.

Above all ensure service to our members is in line with our brand values, the Member Services activation playbook and encourage people to _discover_ and _participate_.

Experience

• Passionate about whisky
• Computer literate (MS Teams, Excel, and Word)
• Experience in a relevant customer service/membership type of environment
• CRM or similar system and website management experience is desirable.

Competencies

• Working with people_

Demonstrates an interest in and understanding of others. Adapts to the team and builds team spirit. Recognises and rewards the contribution of others. Listen, consults others and communicates proactively. Supports and cares for others. Develops and openly communicates self-insight.

• Coping with pressure_

Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit