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Membership Experience Coordinator

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Melbourne, Victoria, Australia beBeeExperience Full time $90,000 - $120,000
Job Title: Experience Manager

The role of the Experience Manager is to oversee customer service, operational logistics, and member communication. This includes managing processes related to new memberships, coordinating the Whisky for a Year program, and ensuring high levels of customer satisfaction.

Key Responsibilities:
  • Respond to member queries via phone, email, and website in a timely and professional manner.
  • Troubleshoot and resolve member issues, coordinating with IT support, logistics, and external service providers as necessary.
  • Manage all processes relating to new memberships, including allocating membership numbers, printing cards, assembling and dispatching welcome packs.
  • Coordinate the Whisky for a Year program.
  • Assist with coordination and execution of member-focused events such as Whisky Fairs, Member Tastings, and Whisky Champs.
Operations & Logistics:
  • Collate and submit daily member orders to 3PL partner.
  • Manage inventory, including event and partner bar drawdowns, hold requests, and online product updates.
  • Maintain product listings online and ensure accurate availability and stock levels.
  • Process in-person orders and memberships at events.
  • Coordinate sea and air freight shipments from UK, ensuring compliance with customs and excise regulations.
  • Maintain and reconcile inventory records, and conduct biannual stocktakes of warehouse.
  • Order and manage office and packaging supplies, optimising for cost-effectiveness.
  • Provide weekly and monthly sales/KPI reports to relevant stakeholders.
Skills and Qualifications:
  • Proven experience in customer service and operations, ideally in a member-based or retail environment.
  • Excellent organisational and multitasking skills, with ability to manage diverse responsibilities.
  • Strong written and verbal communication.
  • Proficient in Microsoft Office, WooCommerce, and inventory management systems.
  • High attention to detail, with solutions-oriented approach to challenges.
Personal Attributes:
  • Member-first mindset with commitment to delivering premium service.
  • Flexible and adaptive, with willingness to take on broad variety of tasks.
  • Collaborative, dependable, and driven to contribute to growing team.
Working Pattern:

The role will be Melbourne-based, with training and handover taking place in Sydney. Initially remote, moving to hybrid shortly thereafter.