Brand Experience Coordinator – Whisky Direct-to-Consumer

Whyte & Mackay; Glasgow; On-site; GBP 22,000 - 29,000; Full time

Job summary

Whyte & Mackay is seeking a Consumer Service Coordinator to join our team in Scotland. You will be the primary contact for consumers across The Dalmore, Jura, Fettercairn and Tamnavulin and collaborate with Brand, Direct-to-Consumer, Distillery, and Quality teams to continually enhance their experience.

You’ll handle inquiries, online orders, and social media engagement, while developing FAQs and monitoring consumer trends to pre-empt questions and improve our service journey.

Qualifications

• Demonstrates excellent written and verbal communication skills.
• Proven ability to solve problems and deliver a great consumer experience.
• Comfortable communicating with diverse audiences.
• Has a consumer-first mindset and attention to detail.

Responsibilities

• Be the first point of contact for consumer enquiries across emails, website and other channels.
• Respond to common questions and coordinate with internal teams for complex queries.
• Support consumers across The Dalmore, Jura, Fettercairn and Tamnavulin brands.
• Develop FAQs and monitor online orders and consumer journeys to improve experience.
• Create reports and share consumer insights with stakeholders.
• Identify trends and opportunities to improve service efficiency.

Skills

Customer service

Communication

Problem solving

Digital literacy

Tools

Shopify

Power BI

CRM tools

Ecommerce platforms

Job description

Whyte & Mackay is seeking a Consumer Service Coordinator to join our team in Scotland. You will be the primary contact for consumers across The Dalmore, Jura, Fettercairn and Tamnavulin and collaborate with Brand, Direct-to-Consumer, Distillery, and Quality teams to continually enhance their experience.

You’ll handle inquiries, online orders, and social media engagement, while developing FAQs and monitoring consumer trends to pre-empt questions and improve our service journey.