Coffee Excellence Manager

**About Zest**

Zest is positioned at the forefront of the specialty coffee industry in Australia supplying a range of blends and micro-lots to specialty cafes. Our growing team of coffee professionals are keenly focused on delivering a perfectly balanced service that delights our clients and helps them grow their coffee businesses. Our values underpin the strength of who we are: We are family. We breathe enthusiasm and friendliness. We are self-propelled learners. We love creativity and innovation. We are fearlessly honest. And, as a team, we achieve everything Our people are our strength. You are the brand. You live the brand. You love the brand.

**Overview of the Role**

**Responsibilities**
- Customer Experience:

- Training & Education Management: The role includes reviewing, developing a world class training programme that genuinely helps our team and our customers to achieve an excellent standard of service in their roles.
- Coffee Research & Development: Leading the quest for coffee excellence, you will leverage you existing knowledge and experience, and work with the team to uncover exciting new discoveries and innovations in all things coffee - from origin processing techniques to comparison of equipment solutions.
- Publicity & Marketing: Based on your existing credentials earned through your work and performance in the industry over at least five years, and your proven competence in public performance, you will be the ideal voice of Zest, bringing public respect, recognition and renown to the brand.
- Origin projects & sourcing: As part of the Zest coffee team your role will include travelling to origin to undertake research projects and help share information that helps coffee farmers succeed. A knowledge of languages used at origin including Spanish will be a distinct advantage.
- Export trade development: Zest is looking to expand its export sales through building global relationships. As Coffee Excellence Manager your role will include global networking in the coffee industry uncovering and exploiting opportunities.
- New customer onboarding: Ensuring a smooth integration for new customers and improvements for existing customers through delivering training and feedback to align them to the standards set by Zest.

**Skills**
- World leading specialty coffee skills including espresso and alternative brewing prowess
- Coffee tasting - the ability to distinguish and define coffee flavours, score coffee competently to accepted world standards
- Global understanding of the way a coffee roaster operates
- Understanding and expertise in operating cafes
- Ability to manage customer relationships
- Ability to deliver value to wholesale customers and help align standards across our wholesale network
- Ability to collect and analyse data to drive value with our existing customers to improve their experience
- Ability to create coffee related content and training curriculums
- Coffee Roasting skills

**Experience**
- Over 5 years of Customer Services and customer relationship management experience
- Understanding of using metrics and data to analyse the customer experience
- Experience in aligning wholesale partners and customers with company standards
- Customer onboarding and success.
- 3+ years of Coffee Q-Grader license.
- Experience using multiple roasters coffee.
- Experience at origin, knowledge of the process from farm to roast.
- Roasting process understanding.
- Experience with Data analysis and use of CRM.
- Experience and high achievements at national and international level in coffee competitions.
- Coach and mentor to competitors in national and international competitions.
- Barista training experience at a range of skill levels to a range of customer types.
- A track record of industry leading coffee research and development resulting in industry recognised and published innovations and whitepapers.

**Qualifications**
- Masters degree in Business and Management, Business Administration or equivalent
- SCA Barista Professional
- CQI Q Arabica Grader

**Salary**: $80,000.00 - $100,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission
- Performance bonus

Application Question(s):

- Do you have a Masters degree in Business Management and/or Business Administration?
- Do you have proven experience and successful track-record in customer service?
- Do you have proven experience and successful track-record in barista training and education?

Licence/Certification:

- CQI Q-Graders License? (required)