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Experience Manager
2 weeks ago
We are seeking an exceptional Member Experience Manager to deliver premium service and operational excellence across Australia and New Zealand.
About the Role- This is a unique opportunity to join our team as a Member Experience Manager, responsible for delivering a seamless end-to-end experience for all members.
- You will be the primary point of contact for member inquiries, ensuring timely and professional communication via phone, email, and our website.
- Your key responsibilities will include troubleshooting and resolving member issues, coordinating with internal teams and external service providers as necessary.
- You will also be responsible for managing new memberships, including allocating membership numbers, printing cards, assembling welcome packs, and dispatching orders.
- An additional aspect of this role will be coordinating the Whisky for a Year program, ensuring high levels of customer satisfaction and positive member engagement.
- Ensure a seamless end-to-end experience for all members, including timely and professional communication via phone, email, and our website.
- Troubleshoot and resolve member issues, coordinating with internal teams and external service providers as necessary.
- Manage new memberships, including allocating membership numbers, printing cards, assembling welcome packs, and dispatching orders.
- Coordinate the Whisky for a Year program, ensuring high levels of customer satisfaction and positive member engagement.
- Assist with executing member-focused events such as Whisky Fairs, Member Tastings, and Whisky Champs.
- Collate and submit daily member orders to our 3PL partner.
- Manage inventory, including event and partner bar drawdowns, hold requests, and online product updates.
- Maintain accurate product listings online, ensuring correct availability and stock levels.
- Process in-person orders and memberships at events, and coordinate sea and air freight shipments from the UK.
- Organise label applications, maintain inventory records, and conduct biannual stocktakes of our warehouse.
- Provide weekly and monthly sales/KPI reports to our leadership team.
- Proven customer service and operations experience, ideally in a member-based or retail environment.
- Excellent organisational and multitasking skills, with strong written and verbal communication.
- Proficient in Microsoft Office, eCommerce platforms, and inventory management systems.
- High attention to detail, with a solutions-oriented approach to challenges.
This is a Melbourne-based location, with training and handover taking place in Sydney. The initial role will be remote, transitioning to hybrid shortly thereafter.
